MetLife’s Tech Evolution: AI, Cybersecurity & Innovation at Scale with Bill Pappas

February 27, 2025

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About the Guest

Bill Pappas

Head of Global Technology & Operations

Bill Pappas is the Head of Global Technology & Operations at MetLife, leading a team of over 38,000 employees. He oversees technology development, infrastructure, cybersecurity, data strategy, and customer service operations. Under his leadership, MetLife is driving digital transformation, AI innovation, and customer-centric strategies to enhance business growth and efficiency.

Episode Overview

MetLife is one of the world’s largest financial services companies, serving over 90 million customers globally. Leading its technology and operations division is Bill Pappas, who oversees AI strategy, cybersecurity, customer experience, and digital transformation across the company.

In this episode of Technovation, Bill Pappas joins host Peter High to discuss how MetLife is leveraging AI, automation, and technology to enhance customer experience, ensure security, and drive operational efficiency. He shares insights on managing a 38,000-person global team, the role of AI in financial services, and why customer-centric innovation is key to long-term success.

Key Topics:

AI, Automation & Innovation – How MetLife is using AI to drive operational efficiency
Cybersecurity & Risk Management – Protecting a $67B enterprise from digital threats
Customer-Centric Digital Transformation – Why personalized, tech-enabled service is the future of insurance
Leadership & Workforce Development – How to build an agile, innovative global team

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