Life Accelerated

Hosted by Equisoft + Insurance Innovation Reporter

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Latest episode

Oct 2026

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EN-CA

About the show

Life Accelerated is a show from Equisoft with one goal–to keep you from falling behind by equipping you with the practical tools to handle the rapidly changing environment. Each episode will feature thought-provoking conversations with experts in life insurance, facing the same challenges as you. You'll leave each episode feeling encouraged, excited, and motivated.

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60 recent

October 15, 2026Episode 6338 min

Modernizing Life Insurance Workflows Through Agentic AI with Lars Boeing

New technology can speed up old processes. However, how can we innovate if the process is the problem? In this episode, Life Accelerated host, Olivier Lafontaine , speaks with Lars Boeing of Capgemini Invent to explore how life insurers are approaching the next phase of AI adoption. Lars argues that the real opportunity isn't simply to automate existing workflows, but to rethink how work is designed, where AI should apply, and when building in-house makes sense. He also examines the practical challenges that come with that shift, including the hidden costs of AI-powered software, the limits of traditional automation, and the need for stronger guardrails as agentic systems take on more responsibility. Across claims, customer service, beneficiary engagement, and distribution, Lars highlights a consistent theme: AI can remove repetitive work and improve self-service, but the greatest value comes when insurers redesign processes around the technology while preserving human judgment, empathy, and accountability. Key Takeaways: AI delivers more value when insurers rethink the underlying process instead of layering automation onto already inefficient workflows. Building AI-powered software internally can introduce hidden costs, from token consumption and maintenance to model depreciation, prompt upkeep, and ongoing governance. Agentic AI can improve claims and customer service by handling routine work while keeping humans focused on judgment, empathy, and higher-value decisions. Jump Into the Conversation: (00:00) Meet Lars Boeing of Capgemini Invent (03:50) The SaaS apocalypse and build vs. buy with AI (11:33) Agentic AI in life insurance claims and FNOL (16:58) AI voice bots and chatbots for claims self-service (20:27) AI guardrails and hallucination risk (23:20) Life insurance claims as a wealth transfer moment (31:28) When will agentic AI reach prime time? Resources: Connect with Lars Boeing: https://www.linkedin.com/in/lars-boeing-mba-b32b87 Learn more about Capgemini Invent: https://www.capgemini.com/about-us/who-we-are/our-brands/capgemini-invent/ Connect with Olivier Lafontaine: https://www.linkedin.com/in/olivierlafontaine/

September 16, 2026Episode 6237 min

Building Enterprise Intelligence for the Future of Life Insurance with Abhishek Bakre

What will define the next generation of insurance leaders: better products and systems, or the ability to transform how the business makes decisions? In this episode, Life Accelerated host, Olivier Lafontaine , speaks with Abhishek Bakre , Lead Client Partner, Strategy and Transformation at IBM Consulting , about why AI transformation requires more than technology adoption. Abhishek shares lessons from decades of industry change, highlighting the need to redesign operating models, decision-making, and enterprise capabilities to centre on AI. He also explores the future of insurance distribution, advisor enablement, customer service, and enterprise intelligence. From using AI to unlock growth within existing customer relationships to building the business context needed for AI to deliver value, Abhishek explains why insurers that combine human expertise with AI-driven intelligence will gain a competitive edge. Key Takeaways: AI transformation succeeds when insurers redesign business decisions and operating models rather than simply deploy new technology. Advisors can remain central to insurance distribution by combining human trust with AI-driven intelligence and insights. Enterprise AI requires trusted business context and semantic understanding, not just more data or isolated use cases. Jump Into the Conversation: (00:00) Introduction and meeting Abhishek Bakre (02:45) Lessons from two decades of transformation (05:10) IBM Consulting and insurance transformation (08:24) Executive priorities across life insurance (10:12) Redesigning insurance around AI (12:25) Managing AI adoption and workforce change (14:26) The evolving role of insurance advisors (18:50) Building trust between AI and customers (19:44) Unlocking growth from the in-force book (21:11) Reimagining quote-to-claim with AI (23:02) Data challenges and the role of business architecture (26:07) Understanding semantic layers for AI (28:06) High-impact AI opportunities in insurance (31:08) Transforming service through AI-enabled engagement (33:53) What will differentiate insurers in the future (36:45) Closing thoughts on AI and the insurance industry Resources: Connect with Abhishel Bakre on LinkedIn: https://www.linkedin.com/in/abakre/ Learn more about IBM Consulting: https://www.ibm.com/us-en Connect with Olivier Lafontaine: https://www.linkedin.com/in/olivierlafontaine/ Guest Bio Abhishek Bakre is Lead Client Partner, Strategy and Transformation at IBM Consulting, where he helps insurance carriers connect business strategy, operating models, technology, data, and AI into end-to-end transformation initiatives. His work focuses on helping insurers navigate growth, modernization, and the evolving role of AI across the insurance value chain. With more than 20 years of experience in insurance transformation, Abhishek has worked across major industry shifts including core modernization, digital transformation, data, and AI. He advises life and annuity leaders on redesigning operating models and aligning business and technology strategies to drive meaningful change. He is currently focused on helping insurers move beyond AI adoption toward business reinvention, rethinking decisions, advisor enablement, customer engagement, and enterprise intelligence. In this episode, he shares his perspective on how carriers can combine AI capabilities with human expertise to create lasting competitive advantage.

August 12, 2026Episode 6134 min

Transforming Wealth Management Through Responsible AI Adoption with Robi Krempus

What separates organizations experimenting with AI from those successfully turning it into real business value? In this episode, Life Accelerated host, Olivier Lafontaine , speaks with Robi Krempus , Vice President and Head of AI for Global Wealth and Asset Management at Manulife Wealth and Asset Management , about how the organization is moving AI beyond prototypes and into production. Robi shares Manulife WAM's approach to applying AI across investment management, distribution, and operations, emphasizing the importance of business collaboration, governance, and designing solutions around real organizational needs. The conversation explores lessons from deploying AI-powered sales enablement tools, driving adoption, and measuring impact through data-driven outcomes. Robi highlights why organizations should focus on high-value use cases, balance complexity with business impact, and build the right foundations to scale AI responsibly across the enterprise. Key Takeaways: AI creates the most value when organizations move beyond experimentation and build solutions around real business needs through close collaboration with users. Successful AI adoption requires strong governance, clear business cases, and a path to production that turns prototypes into measurable outcomes. Scaling AI responsibly means prioritizing high-value, lower-complexity use cases first while building the foundations needed for long-term transformation. Jump Into the Conversation: (00:00) Meet Robi Krempus (03:48) Leading AI for Manulife Wealth and Asset Management (05:20) Applying AI Across Investment, Distribution, and Operations (06:31) Why Data and Measurement Matter for AI Success (07:50) Moving Generative AI From Experimentation to Production (09:20) Building AI Governance and Organizational Readiness (12:59) Creating AI-Powered Sales Enablement Tools (15:16) Building Custom AI Solutions for Business Needs (16:33) Cross-Functional Teams Driving AI Implementation (17:51) Encouraging AI Adoption Across Sales Organizations (21:28) Personalization and Compliance in AI-Generated Content (23:08) Measuring AI Value Through Business Outcomes (24:38) Lessons Learned From Scaling AI Solutions (27:11) Choosing the Right AI Use Cases (29:23) The Future of AI in Wealth and Asset Management (33:11) Closing Thoughts on Enterprise AI Transformation Resources: Connect with Robi Krempus: https://www.manulife.com/ca/en/personal/group-plans/resources/bio/robi-krempus Connect with Robi Krempus on LinkedIn: https://www.linkedin.com/in/robi-krempus-ba121135/ Learn more about Manulife Wealth & Asset Management: Manulife Wealth and Asset Management Connect with Olivier Lafontaine: https://www.linkedin.com/in/olivierlafontaine/

July 15, 2026Episode 6039 min

The Future of AI in Life Insurance Underwriting & Operations with Brian Poppe

What separates the carriers that are genuinely moving on AI from those still waiting for permission to start? In this episode, Equisoft's host, Olivier Lafontaine , speaks with Brian Poppe , Senior Vice President of Life Insurance Solutions at Mutual of Omaha , to explore how one of the industry's most established insurance companies is approaching AI-driven transformation. Brian emphasizes that the most meaningful gains come from rethinking and redesigning end-to-end workflows to eliminate inefficiencies at their source. He also unpacks the structural differences between life insurance and property and casualty markets. Noting that life insurers must proceed more cautiously due to long-term pricing commitments and heightened regulatory exposure. Across underwriting and customer service, Brian highlights one thing: AI will become increasingly embedded as a decision-support and automation layer, reshaping how insurers balance speed, risk accuracy, and human judgment, particularly in moments where empathy and trust remain critical. Key Takeaways: AI delivers the most value when insurers redesign end-to-end workflows instead of automating broken processes. Underwriting advantage comes from faster, better-integrated use of existing data rather than entirely new data sources. AI adoption must balance automation with regulation and preserve human judgment in sensitive, high-empathy moments. Jump Into the Conversation: (00:00) Meet Brian Poppe (03:30) Leading life insurance solutions at Mutual of Omaha (04:37) Life insurance, health, annuities, and business unit overview (06:26) Brand power and the legacy of Mutual of Omaha's Wild Kingdom (08:14) Direct-to-consumer insurance and the pressure of public trust (10:06) Scaling simplified issue life insurance profitably (14:13) Data, process, and technology in modern underwriting (16:48) Will AI make underwriting decisions or just support them? (19:54) Human vs automated underwriting in practice (21:51) AI-powered call summarization in customer service (23:00) Virtual agents and automating routine customer inquiries (24:07) Why human empathy matters in claims experiences (26:02) Organizational adoption of AI and employee mindset shifts (26:56) Horizontal vs vertical AI implementation strategies (28:59) AI costs, token economics, and experimentation tradeoffs (32:25) Measuring AI value beyond tokens and lines of code (34:10) ROI in call centers and operational efficiency gains (36:27) Advice on AI adoption and process-first transformation (38:23) Closing thoughts and the future of AI in insurance Resources: Connect with Brian Poppe: https://www.linkedin.com/in/bpoppe/ Learn more about Mutual of Omaha: https://www.linkedin.com/company/mutual-of-omaha/ Connect with Olivier Lafontaine: https://www.linkedin.com/in/olivierlafontaine/

June 17, 2026Episode 5949 min

Reshaping the Future of Insurance Operations in the AI Era

In this episode, host Olivier Lafontaine is joined by four industry leaders from the Life Accelerated Summit: Richard Wiedenbeck , Principal Consultant at Avatar Solutions LLC ; John Brabazon , CFO at SBLI ; Matthew Busbee , Chief Data Officer at Pan-American Life Insurance ; and Sheriff Balogun Jr. , Head of Insurance and Wealth Technology at MassMutual . Together, they explore the current and future impact of artificial intelligence on the insurance industry. From navigating legacy systems to overcoming regulatory hurdles, the panelists dive deep into AI's role in business transformation. They discuss how AI can drive operational efficiencies, improve customer experience, and shape workforce dynamics. The conversation also highlights how insurance companies are preparing their teams for AI adoption, the challenges of managing AI agents, and the evolving leadership structures needed in the age of AI. Key Takeaways: AI is not just a tool but a key player in reshaping insurance workforces and operational models. Talent management and knowledge transfer are critical as AI continues to automate processes. Balancing governance, AI responsibility, and data privacy is central to successful AI adoption. Organizational structures need to evolve, with a focus on AI ownership and oversight. Building an AI-enabled culture requires a shift in mindset and deep collaboration across teams. Jump Into the Conversation: (00:00) Intro and context - what this episode covers (02:15) Meet the panelists - Richard Wiedenbeck, John Brabazon, Matthew Busbee, and Sherriff Balogun Jr. (05:33) MassMutual's top technology priorities - talent, AI productivity, and legacy modernization (08:46) Pan-American Life's AI strategy across 20+ countries and regulatory complexity (12:46) SBLI's approach - small company, big transformation, policy admin overhaul (14:41) Ameritas' AI playbook - unit cost reduction, AI workers, and workforce mindset (20:02) The real challenges of technology transformation - legacy systems, buy-in, and change management (25:11) Knowledge management - capturing expertise before your best people retire (32:04) Who owns AI in the C-suite - CIO, COO, or something new entirely (36:08) AI workers in practice - the Herbie and Susie story from Ameritas (40:01) Rethinking the SDLC - why "deploy and learn" beats "test until perfect" (43:30) What happens when human expertise retires and AI is all that's left (46:02) AlphaGo, gamification, and how humans will learn from AI in the future (48:30) Takeaways - be intentional, build governance muscle, don't wait for perfection Resources: Connect with Richard Wiedenbeck: https://www.linkedin.com/in/richard-wiedenbeck-6a752/ Connect with John Brabazon: https://www.linkedin.com/in/john-brabazon-cpa-3a81901b/ Connect with Matthew Busbee: https://www.linkedin.com/in/mbusbee/ Connect with Sherriff Balogun Jr.: https://www.linkedin.com/in/sherriffbalogunjr/

June 3, 20260 min

The Future of Life Insurance and Continuous Digital Transformation

Welcome to Life Accelerated. Our show explores how life insurers are approaching continuous digital transformation, emphasizing that it's not a short-term project but an ongoing journey. Through this podcast, insurance leaders will gain insights on how to adapt to changing consumer expectations, leverage technology effectively, and drive long-term transformation that keeps their organizations competitive. Key Takeaways: Digital transformation in life insurance is a continuous, evolving journey. Meeting rising consumer expectations and competitive pressures requires strategic planning and long-term commitment. The podcast provides actionable insights from experts leading the industry toward the future of insurance. Resources: Discover Life Accelerated: equisoft.com/lifeaccelerated Connect with Olivier Lafontaine: https://www.linkedin.com/in/olivierlafontaine

May 20, 2026Episode 5831 min

Instant Decisions, Real Impact: Simplifying Life Insurance with TruStage

In this episode, host Olivier Lafontaine speaks with Kevin Cummer , Director, Life Products Management, and Nick Rohan , Director, Partner Management from TruStage , about how the company is rethinking life insurance for the middle market. TruStage has evolved from its roots in the credit union space to expand distribution through strategic partnerships, making life insurance more accessible to underserved consumers. You'll hear how they leverage instant decision underwriting to remove friction from the buying process, improving the customer experience and conversion rates; about the role of APIs and embedded distribution to integrate directly into partner ecosystems; and about how simple products drive scale. Key Takeaways: TruStage is expanding access to life insurance by simplifying the buying experience through instant decision underwriting, removing traditional barriers and long approval cycles. By leveraging APIs and embedded distribution, TruStage integrates life insurance directly into partner ecosystems, creating seamless customer experiences that improve reach and conversion. With a focused strategy on the underserved middle market combined with strong partnerships and operational simplicity, TruStage is able to scale efficiently while delivering meaningful value to consumers. Jump Into the Conversation: (00:00) Meet Kevin Cummer and Nick Rohan (02:01) TruStage's internal culture and long-tenured leadership in life insurance (04:01) TruStage's roots in credit unions and middle market focus (05:00) Shift to simplified and instant decision underwriting (06:00) Expanding beyond credit unions through partnerships (07:00) Why instant decision underwriting is a key differentiator (08:41) Building APIs and simplifying partner integration (11:37) Implementation timelines and scaling integrations (13:10) TruStage's evolving approach to AI (18:47) Partner strategy and distribution model (22:14) Collaborating with other insurance carriers (27:45) Product evolution and future outlook Resources: Connect with Kevin Cummer: https://www.linkedin.com/in/kevin-cummer-5b728b1a/ Connect with Nick Rohan: https://www.linkedin.com/in/nick-rohan-1337935/ Discover TruStage: https://www.trustage.com/ Connect with Olivier Lafontaine: https://www.linkedin.com/in/olivierlafontaine/

April 22, 2026Episode 5745 min

Navigating Vendor Selection and Innovation in Life Insurance with Luis Romero

What does it really take to lead a technology company through the complexities of life insurance transformation? In this episode, host Olivier Lafontaine speaks with Luis Romero , CEO of Equisoft , about his journey in modernizing life insurance systems and embracing AI. Luis reflects on how Equisoft evolved from a custom software developer to a leader in life insurance technology solutions, highlighting the challenges and successes of navigating legacy systems and scaling technology. He shares insights on the pivotal role of AI in accelerating innovation and enhancing operational efficiency, and how it's reshaping the way insurers approach product development and customer experience. Luis also discusses the importance of strategic vendor selection and building strong partnerships in the insurance technology space. He emphasizes the critical need for a balance between innovation and compliance, especially in a heavily regulated industry like life insurance. Luis provides a glimpse into the future of the industry, where technology and human connection work hand in hand to drive progress and better outcomes for both insurers and their customers. Key Takeaways: Modernizing life insurance systems requires a strategic balance between managing legacy systems and embracing new technologies. AI is a powerful tool for enhancing operational efficiency, but its integration must be carefully managed to meet regulatory requirements. Successful transformation in life insurance relies on strong vendor partnerships, clear communication, and a focus on long-term goals. Jump Into the Conversation: (00:00) Meet Luis Romero (02:01) Equisoft's origins and the first 10 years (04:22) How Equisoft transitioned from custom development to life insurance solutions (08:23) Overcoming challenges with legacy systems and moving to cloud solutions (11:13) The evolution of data migrations and policy administration systems (13:26) The role of AI in transforming life insurance technology (17:04) How AI is reshaping priorities for insurers (23:14) The challenge of balancing technology innovation with regulation (26:13) Adapting to AI: overcoming resistance and building momentum (30:13) Why vendor selection is crucial for long-term success in life insurance (32:33) AI as a competitive advantage for small insurers (36:01) Future trends: How AI will reshape life insurance in the next decade Resources: Download the eBook " The Reality Behind SaaS Policy Admin Vendor Claims": https://hubs.li/ Q04b9XbC0 Download the Celent Policy Administration System: Life Insurance; North American Individual Edition: https://hubs.li/ Q04b9W6G0 Connect with Luis Romero: https://www.linkedin.com/in/luis-romero-9890236/ Learn more about Equisoft: https://www.equisoft.com/ Connect with Olivier Lafontaine: https://www.linkedin.com/in/olivierlafontaine/

February 18, 2026Episode 5623 min

What Scales & What Fails in Insurance Contact Centres with Emily LeMay

What does it really take to run insurance contact centres at scale without losing trust? In this episode, host Olivier Lafontaine speaks with Emily LeMay , Co-Head of Individual Markets at Global Atlantic , about what she has learned leading and supporting contact centre teams across the insurance industry. Emily walks through how early roles shaped her view of service operations, and why strong fundamentals matter when teams are growing, changing, or under pressure. From training to communication, she explains how small decisions often have the biggest impact. Emily shares her perspective on balancing performance expectations with human connection, and why contact centres sit at the centre of the customer experience. She also shares how alignment across leadership, operations, and frontline teams creates stability, even as technology and customer needs continue to change. Key Takeaways: Contact centre success in insurance depends on culture, clarity, and consistent leadership. Strong people-led practices support better customer outcomes and more resilient teams. Long-term trust is built through communication, accountability, and thoughtful operational design. Jump Into the Conversation: (00:10) Meet Emily LeMay (02:46) Global Atlantic explained: products, scale, and where she leads (04:15) Starting in a MetLife contact centre changed everything (05:04) Serving customers across 25 screens and fixing friction (09:29) Why people issues beat technology in every change effort (11:51) What comes after digital transformation (15:56) Using policy data to shape sales and product decisions (17:47) IRI data standards and APIs that cut timelines fast (21:03) Leadership rules when projects break and perfection traps you

January 28, 2026Episode 5537 min

Rebuilding at Scale: Modern Insurance Technology with David Ditillo

In this episode, host Olivier Lafontaine chats with David Ditillo , CIO of Corebridge Financial , about the large-scale changes that followed Corebridge's separation from AIG. David explains how the company rebuilt its technology foundation while ensuring customers and partners continued to receive reliable service, whether by migrating to the cloud or rolling out new systems. You'll hear Corebridge's perspective on AI and how it anticipates leveraging new digital capabilities. David also illustrates why having the right people and processes in place, along with careful planning, makes a huge difference in keeping the technology reliable in an ever-evolving industry that's all about long-term commitments. Key Takeaways: Corebridge rebuilt its technology foundation after separating from AIG, all while continuing to support daily operations and positioning the company for future growth. Corebridge is actively exploring AI to enhance digital experiences and prepare for the next generation of customer and partner solutions. Cross-organizational commitment to communication, collaboration, and trust is driving successful change and creating a resilient technology ecosystem. Jump Into the Conversation: (00:00) Meet David Ditillo (02:02) From Brooklyn to CIO: David's entry into financial services and insurance (04:37) Corebridge's transition from AIG and new company launch (08:39) What a clean slate could mean for insurance technology (11:21) Rebranding and updating digital touchpoints for customers and partners (13:43) Managing communication and change across a large organization (17:06) The importance of strong partnerships during complex programs (23:23) How AI is reshaping priorities for insurers (26:21) Human connection and its lasting role in financial guidance (30:22) Trends that may shape the next decade of insurance technology (32:55) Why flexibility matters when evaluating emerging tools and platforms Resources: Connect with David Ditillo: https://www.linkedin.com/in/ditillo/ Learn more about Corebridge Financial: https://www.corebridgefinancial.com/home Connect with Olivier Lafontaine: https://www.linkedin.com/in/olivierlafontaine/