Watch more of .local London 2026 → https://www.youtube.com/playlist?list=PL4RCxklHWZ9tH01MTlChYwUqN8Cm2tl2r Speaker: Niall Maher, Innovation Engineering, Marsh Most companies are adding AI to existing processes. A document reader here. A summarizer there. A chatbot in the corner. Each one is a local win. None of them change the customer's experience. At Marsh we made this mistake before we learned a harder truth: AI is not a strategy, overhauling is. Today LenAI powers thousands of agents across 90,000 colleagues because we stopped asking "what can we automate?" and started asking "what would this process look like if we designed it from scratch?" In this session I'll walk through how we approach end-to-end process redesign, how our agent builder and drag-and-drop workflow tools let teams rethink work instead of just speeding it up, and how a memory architecture on MongoDB ties it all together so the AI understands documents, workflows, and organizational patterns as one connected system. I'll share real before-and-after examples, the metrics we use to measure actual customer impact, and what we learned about convincing a 90,000-person organization to let go of how things have always been done. 00:00:00 - The World's Hardest Drinking Game (The AI Buzzword) 00:01:35 - AI is Not a Strategy 00:02:01 - Background: From Startups to Fortune 500 Innovation 00:04:09 - The Journey of Lenai: Building an AI Platform with Real ROI 00:06:05 - The Hyper-Specific App Failure: Why Users Don't Adopt AI 00:07:56 - It's Not an Adoption Problem, It's a Workflow Problem 00:09:20 - The Mortgage Modernization Trap: Creating New Bottlenecks 00:10:51 - Pain Points vs. Process Evolution 00:12:44 - The Elephant in the Room: Difficult Conversations & Job Shifts 00:13:44 - The 3 Pillars of AI Modernization 00:14:20 - Pillar 1: Build for Love (Consumer-Grade Experience vs. Enterprise Cope) 00:16:55 - The Ultimate Litmus Test: Would Users Pay for Your AI Tool? 00:18:16 - Pillar 2: Build to Remember (The Critical Memory Layer) 00:19:27 - Improving Accuracy with Hybrid and Semantic Vector Search 00:20:48 - Solving Agentic App & Tool Selection Challenges 00:21:49 - Using Embedded Metrics to Find Workflow Bottlenecks 00:23:17 - Vanity Metrics vs. Impact Metrics 00:24:29 - Pillar 3: Build with the People (Partnering with Skeptics) 00:27:04 - Keynote Summary: Love, Memory, and People 00:28:11 - Homework: 3 Actionable Steps for Next Monday Subscribe to the MongoDB for Developers YouTube Channel: https://www.youtube.com/@MongoDBDevelopers?sub_confirmation=1 Sign-up for a free cluster → https://www.mongodb.com/cloud/atlas/register Subscribe to MongoDB YouTube→ https://mdb.link/subscribe Visit Mongodb.com → https://mdb.link/MongoDB Read the MongoDB Blog → https://mdb.link/Blog Read the Developer Blog → https://mdb.link/developerblog MongoDB for Developers YouTube Channel → https://www.youtube.com/@MongoDBDevelopers

 144      4