The customer experience in workers’ compensation is ever-changing as technology and innovation reshape expectations when it comes to service. What hasn’t changed? The need to connect with people, and Michael Stango, Director of IT, Policy & Office Services, explains the dichotomy and how it fuels our business approach. He talks with Director of HR Mark Millett about the pandemic’s impact, artificial intelligence, data security, and the “behind the scenes” team members so essential to A.I.M. Mutual’s success.