In Episode 40 of The Enlightened Agent, Jason Keck sits down with Bill Devine and Jon Reynolds to explore how AI is moving from experimentation to real-world impact in insurance.

Bill and Jon share the story behind Naitiv and their approach to helping carriers and brokers accelerate AI adoption by rethinking workflows, modernizing data, and building on platforms like ServiceNow. As the industry shifts from ideas to execution, the goal is simple: close the gap between innovation and production.

The conversation dives into one of the biggest challenges facing insurance organizations today: AI is advancing rapidly, but most workflows, systems, and data structures were never designed for it. From underwriting and claims to onboarding and broker-carrier communication, they discuss why true transformation requires more than plugging AI into existing processes.

They also explore how ServiceNow evolved from an IT ticketing platform into a broader enterprise workflow engine, and why Naitiv sees an opportunity to help the insurance industry modernize operations with AI-first infrastructure and orchestration.

Together, they discuss:

Why many AI initiatives struggle to move beyond proof of concept
How outdated workflows and fragmented data slow innovation
The role of ServiceNow in modern insurance operations
Why AI should be embedded into workflows, not layered on top
How agentic AI can reduce friction across broker and carrier interactions
Why speed, orchestration, and governance all matter in regulated industries

If you are an agent, broker, carrier, or insurance leader trying to understand how AI will actually reshape operations and workflows, this episode offers a practical look at what comes next.

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