From TIME · · 1m 10s
Bill Pappas turns MetLife into an AI powerhouse
TIME's 2026 Executives of the Year honoree modernized a 150-year-old insurer, then pivoted to leading its AI transformation.
In brief
TIME's 2026 Executives of the Year honoree modernized a 150-year-old insurer, then pivoted to leading its AI transformation. Leading AI change at scale requires CEO commitment, defensive thinking about risks, and a willingness to learn from your team. Originally reported by TIME.
MetLife's $3.2 billion modernization
Bill Pappas led a multi-year overhaul of the 150-year-old insurance giant, delivering faster claims processing, lower costs, and better customer experience.
AI is CEO-led, not tech-led
Pappas argues that successful AI transformation requires leadership commitment from the top, not just technical expertise. It reshapes how companies think about efficiency and growth.
“AI is not technology-led; it's CEO-led.”
Building defense against AI threats
Pappas created a dedicated team to use AI defensively, protecting MetLife from threat actors who might weaponize the same tools the company uses to create value.
Learning from climbing Kilimanjaro
Pappas climbed Mount Kilimanjaro with his two adult daughters and discovered they improvised better than his fixed process. The lesson shaped how he leads 38,000 tech and operations staff.
“This whole thing is about learning, unlearning, and relearning.”
Embrace learning, unlearning, relearning
Pappas now encourages his workforce to constantly adapt their thinking. In the AI era, managing teams across five generations requires flexibility and openness to new approaches.
The key point
Leading AI change at scale requires CEO commitment, defensive thinking about risks, and a willingness to learn from your team.
