The Future of Insurance S7E19 – Bill Pappas, EVP & Head of Global Tech & Ops, MetLife – Clip 5
About Bill Pappas
Bill Pappas, Executive Vice President and Head of Global Technology & Operations at MetLife, has been speaking at industry events about the adoption of artificial intelligence and the modernization of technology infrastructure. In multiple appearances in 2025, he has cautioned against what he calls "AI shiny object syndrome," arguing that companies often focus on the tool itself rather than on the business outcome it is meant to achieve. He has stated that many organizations are "stuck into the tool, proving the tool versus proving an outcome" and that leaders should instead ask "what is the path to value of that solution?" Pappas has also emphasized the importance of simplifying and modernizing legacy technology systems, noting that "if you plug your tool into that technical debt, you're never going to be able to get the most value out of that tool." Pappas has described AI as "an opportunity of a lifetime" but has stressed that humans remain essential, characterizing AI as "analytical thinking" and humans as "critical thinking." He has said that the workforce is "likely the last generation where we'll be managing humans only" and that leaders must learn to manage a "human plus" equation that integrates technology. At MetLife, he has said the company focuses on "composite AI," combining classical AI, automation, generative AI, and agentic AI. He has also highlighted three key areas for workforce development: critical thinking, "human plus collaboration," and creating a culture where people are comfortable learning, relearning, and unlearning. Pappas has stated that the company's five priorities are enabling the business, simplifying infrastructure, protecting the company through cybersecurity and data governance, managing costs, and building a contemporary workforce.