Technology is supposed to make business easier. So why does it sometimes feel like it's making everything harder?

In this episode of the Level Up Claims Podcast, Galen sits down with Lara Hamilton, a multifamily IT and software support leader, to talk about the intersection of technology, AI, leadership, and operational efficiency.

Lara shares her unconventional path from banking operations to multifamily IT, how she learned to eliminate inefficient processes, and why businesses need to make sure their technology actually works for their people. They also dive into the opportunities and risks of AI, including data security, employee education, governance, and the importance of verifying what AI tells you.

But perhaps the biggest lesson is about leadership: the goal of technology isn't to eliminate the human element. It's to free people up to do the things only people can do.

In this episode:

Why technology should eliminate operational friction—not create more of it
The importance of documenting processes before automating them
How AI can improve reporting and efficiency
The security risks businesses need to consider when employees use AI
Why every company needs clear AI governance policies
How leaders can use technology to give employees more room to think and grow
Recognizing when your IT team is overwhelmed and becoming reactive
Why taking care of your people ultimately means taking care of your clients
Lara's philosophy on leadership, growth, and what it means to level up

Lara's perspective is especially relevant for leaders trying to navigate rapid technological change without losing sight of the people their businesses are built around.