Change is still the topic of the day in corporate America-in the insurance industry as much as anywhere. Faced with new and increasing competition, insurers that don't ride the waves of change may find themselves dead in the water.

Presenting the challenges and rewards of change from a hospitality industry perspective, Tami Gilbert, director of quality and training at The Ritz-Carlton, Rancho Mirage, spent a morning with Lynette Owens Insurance Advisory Board in January. Using anecdot

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