We explore how AI can make healthcare feel more human, not less. Bart Vandenreijt shares concrete wins in service operations, a culture playbook for change, and a 2030 shift from insurance to assurance at Partenamut.

• psychology background powering data-driven decisions
• lateral thinking as a driver for innovation
• telecom, retail, healthcare differences and constraints
• human-centric values: simplify with empathy, digitize to humanize
• Dennis persona and broken care journeys
• building FOCA: voice transcripts to knowledge
• email triage, knowledge base, faster onboarding
• computer vision for claims automation
• legacy tech debt and stepwise scaling
• team growth from 6 to 70 with clear purpose
• 2030 vision: smart health data ecosystems

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