In this episode, Adam Smith, Plansight CMO, is joined by Michelle Jukoski, EVP of Technology Strategy at Hub International. With a career spanning the move from fax machines to AI, Michelle provides a masterclass in evaluating, implementing, and scaling insurance technology. The conversation focuses on how to move past the “flashy demo” to find tools that solve real operational bottlenecks, the importance of change management, and why the most successful brokers are those who remain curious about the digital evolution.

Outcomes Over Features

Michelle highlights the most common mistake agencies make: buying for features instead of outcomes. She argues that brokers must perform deep requirements gathering to ensure they are solving their own unique problems rather than someone else’s. By focusing on workflow streamlining, technology becomes a catalyst for growth rather than just another line item in the budget.

Human-Centered AI Delivery

While AI offers incredible potential for efficiency, Michelle emphasizes the “human in the loop” approach. She cautions against relying on AI bots for buying decisions or complex client strategies without subject matter expertise. The goal of AI should be to eliminate mundane transactional work, allowing human teams to retool and provide higher-level strategic advice to their clients.

Standardizing Across the Enterprise

For large agencies, rolling out technology across multiple regions requires a delicate balance. Michelle discusses the transition from autonomy to standardization through a technology governance framework. By piloting new platforms and documenting “success stories,” leaders can drive adoption naturally rather than through mandates that might ruffle feathers.

Measuring Operational Impact

Adoption rates are only the beginning. Michelle explains that the true metrics of success are reduced time to value, lower error rates, and the ability to handle more volume without additional headcount. She suggests measuring hours saved per renewal cycle or RFP as the ultimate indicator of a successful tech implementation.

Ready To Streamline Your Strategic Presentations?

Plansight is the only end-to-end benefits marketing platform that uses AI and automation to ensure every renewal and RFP is consistent, accurate, and fast. By taking the manual work out of benefit planning, Plansight helps you stay ahead of the curve and deliver faster, smarter results to your clients. Visit Plansight to learn more about making your brokerage more efficient.