How One Major Healthcare Firm Became the Leader in Innovative AI Use
Harvard Business Review
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Summary
Blue Cross Blue Shield of Michigan (BCBSM) has transformed from the least to the most efficient technology user in the Blue Cross system, based on technology cost per employee. This shift was achieved through a comprehensive overhaul of their core infrastructure, incorporating new technologies such as cloud computing, enhanced security protocols, extensive mobile support, over 20 production AI applications, and generative AI (gen AI). BCBSM now uses three gen AI applications and plans to market them to other companies while adhering to over 700 regulatory requirements. The company’s management attributes their success to seven guiding principles identified in interviews. This case highlights the importance of strategic infrastructure renovation and agility in leveraging advanced technologies in healthcare.
