#368 AI Augmented Redesigning Insurance Around the Customer

**Dr. Darren Pulsipher** (0:00)
Welcome to Embracing Digital Transformation. Before we dive in, I wanted to personally thank you for listening. Many of the ideas we discuss on this show inspired my new book, AI Augmented Teams. If you're looking for practical ways to combine human expertise and AI to achieve better outcomes, I think you'll find it valuable. Learn more at paidar.ai.b. That is paidar.ai.b.
Now, let's get started with the show.

**Kristen Nunnery** (0:30)
Just bringing the old motions with us, because they didn't align to the needs of the new product. And so we had to do a reset to be able to really build it for what it needs to be. And that really came from like timing pressures.
And instead of, you know, stick to what we knew.

**Dr. Darren Pulsipher** (0:49)
So.

**Kristen Nunnery** (0:50)
We decided to try something different, and then we went back and said, nope, we knew this already, reset.

**Dr. Darren Pulsipher** (0:57)
Why this matters to you. Many leaders are still treating AI as a way to shave time off existing workflows. That may improve efficiency, but it rarely changes customer experience or competitive position. In complex regulated industries, the real challenge is not speed alone. It is redesigning the system so the customer gets the outcome they actually need with less friction. If you want to understand what it looks like to use AI as a business reset rather than a software add-on, this conversation will give you a useful lens. Let's get into it.
Welcome to Embracing Digital Transformation. This is Dr. Darren. On this episode, AI can redesign the operating model, not just automate it, with Kristen Nunnery.
Kristen, welcome to the show.

**Kristen Nunnery** (1:47)
Thank you. Great to be here today.

**Dr. Darren Pulsipher** (1:50)
Hey, it's been a while since we talked last. It's been some time, so a lot has probably transpired. But before we drop into our, we're going to talk about engaging with our customers better, and AI and its role and all that. We're going to have a lot of fun today. But before we do, everyone that listens to my show knows that I only interview superheroes.
I only have superheroes on the show. Every superhero has a background story. So Kristen, what's your background story?

**Kristen Nunnery** (2:23)
Oh, gosh. First of all, superhero, you're setting the bar high for me today.

**Dr. Darren Pulsipher** (2:29)
No, that's what I've been told. Everyone that comes on, always the superhero. So you may not know it, but maybe we'll discover it today. You never know.

**Kristen Nunnery** (2:40)
Well, a little bit about me. I am an entrepreneur at heart. Started my first business in college.
Incredibly passionate and driven about the problem our business is here to solve today because of personal high school experience. But I am, I love to create. I'm a problem solver. I love sports. I love dogs. I am, even in my adult days, I'm still playing sports multiple times a week and can't get enough of it.
I love adventure. I'm known to go out in an RV every now and then, or spend time outdoors, or go travel and enjoy life.

**Dr. Darren Pulsipher** (3:20)
You know, I recently had a guest on the show that interviewed from an RV.
He pulled off with a Starlink. It's amazing what you could do now, right? It's absolutely amazing.

**Kristen Nunnery** (3:33)
It is.

**Dr. Darren Pulsipher** (3:34)
So you talked a little bit about your experience as a teenager. Can we touch on that a little bit because that is so profound in what you do today?

**Kristen Nunnery** (3:44)
Yeah. So when I was in high school, the youngest of three, it's parents' weekend at college and parents are visiting brothers there. So I'm in charge of the house. And unfortunately, the house burned down that weekend. And basically, a total loss. And long story short is, my parents trusted their insurance broker, they bought the insurance policy they recommended, and that turned into a three-year battle with the insurance carrier before the claim was paid out. And just a really tough situation for our family in many, many ways. And so I sort of lived through the pain of that and the stress, the disruption, the emotional elements that go with it, all of that.
And what we do today with the business is to protect people from the exact same thing, just all in the B2B world. So it really hits home. It's meaningful because it's really, while insurance compliance might feel really boring, we're actually here to really protect people from living through that experience.

**Dr. Darren Pulsipher** (4:50)
Okay. You are a superhero.
You absolutely are. I mean, you took tragedy, tragedy, and now you're turning that and helping other people. That's incredible.