Scott Murphy, Chief Executive Officer of Jewelers MutualĀ® Group, authored a new Forbes article on how insurance leaders can adopt artificial intelligence without losing the human connection customers expect.
In the article, "How Insurance Leaders Can Adopt AI Without Losing Human Connection," Murphy shares that technology should not be measured by how many tools an organization adopts, but by whether those tools help employees serve people more effectively.
Murphy emphasizes that AI can create value when it reduces friction, makes information easier to access and gives employees more time to listen, advise and solve problems. He also highlights the importance of starting with a clear business need, keeping humans in the loop, approaching personalization responsibly and building strong governance around AI adoption.
"The goal is not fewer human interactions. The goal is better ones," Murphy writes.
The article reinforces Jewelers Mutual Group's perspective that technology should strengthen employees rather than distance them from customers, especially in moments that require empathy, judgment and trust.
