Automation fails when you automate the wrong steps or you don’t know where work actually happens. This session focuses on using process intelligence to map real operational workflows across claims and underwriting, identify bottlenecks, rework loops, and variance by team, and prioritize the fixes that drive measurable cycle-time reduction. We’ll cover how leaders use operational visibility to standardize best practices, improve training, and target automation where it will stick without ripping and replacing core systems. The outcome is an actionable blueprint: what to measure, what to fix first, and how to prove productivity gains.