When you cover technology for a living, it's easy to get caught up with the idea that software solutions are the answer to every problem known to man—and the insurance industry. Occasionally we need a reminder that people operate the technology, and are the ones who feed the data we so desperately treasure into the systems. Technology can provide the answers, but it is humans asking the questions.

That's why an interview with Gartner's Kimberly Harris-Ferrante posted on our Web site is an excellent reminder that insurers can ill afford to ignore the human element when initiating new technology implementations for the enterprise.

The industry knows this issue as change management, but for many companies it's simply change. Business users often are told to do their jobs differently without the courtesy of being asked what about their jobs should be done differently.

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