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

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/

In this episode, host Olivier Lafontaine reflects on the key themes and insights from the 2025 season of Life Accelerated. Throughout the year, the podcast covered the evolving role of technology in the life insurance industry, from the impact of artificial intelligence (AI) to the necessity of data modernization. Olivier looks back at conversations on standardization to build trust across the sector, alongside discussions on how organizations are using AI and data to improve operational efficiency and enhance customer experiences.

The episode also touches on the importance of people-driven transformation, stressing that technology must align with the needs of both employees and customers. It explores how insurers can sustain innovation while keeping governance and human insight central to digital strategies.

Ultimately, transformation in life insurance is about using technology with the intention of fostering trust, improving efficiency, and delivering meaningful outcomes.

Key Takeaways:

• Building Trust through Data Standards: Learn how embracing data standardization can reduce friction, improve accuracy, and build stronger relationships in the life insurance sector.

• The Power of AI in Modernization: Discover how AI is being used to streamline underwriting, improve customer service, and drive efficiency, all while abiding by careful governance.

• People at the Heart of Transformation: The most successful modernization efforts focus on aligning technology with the people who use it, ensuring better outcomes for both employees and clients.
  
  

Jump Into the Conversation:

(00:00) Reflecting on 2025: Key themes of the season
(01:21) Building trust through data standards in insurance
(02:56) Modernization: Aligning people and technology for better outcomes
(03:41) Empowering teams to drive innovation in life insurance
(05:05) Improved customer experiences with AI-driven solutions
(06:09) The importance of governance in AI implementation
(07:36) Balancing AI opportunities with human oversight
(08:32) Streamlining data and enhancing decision-making with technology
(09:23) Sustaining innovation in life insurance for long-term success

Resources:
Connect with Olivier Lafontaine: https://www.linkedin.com/in/olivierlafontaine/