A Practical Approach to Digital Transformation with Jennifer King, VP of Customer Experience at Boston Mutual
Release Date: 02/14/2024
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In this episode of Life Accelerated, host sits down with , VP and Head of Underwriting Risk & Innovation of M Financial Group, to discuss how innovation is reshaping underwriting and risk management in life insurance. Andrew breaks down the innovative steps M Financial Group is taking to streamline underwriting processes, from embracing electronic health records to championing industry-wide data standardization. He shares how the company is tackling the challenges of high-net-worth insurance, balancing risk-sharing with the need for personalized service. This conversation provides...
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In this episode of Life Accelerated, host Olivier LaFontaine sits down with , Chief Technology Officer at ClearView, to explore the realities of large-scale digital transformation in life insurance. Michael shares his experiences leading ClearView’s migration to a modern policy admin platform, tackling legacy system challenges, and ensuring data readiness for a seamless transition. As an ultra-marathon runner, he draws compelling parallels between endurance sports and the long, strategic journey of digital modernization. From navigating data complexities to redefining the advisor...
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In this episode of Life Accelerated, host Anthony O’Donnell introduces , Equisoft’s Chief Product Officer, as the new host of the podcast. Olivier shares his perspective on the unique challenges facing life insurance carriers, from navigating 20-year transformation timelines to achieving vendor independence and embracing generative AI. He highlights how low-code/no-code solutions and modernizing legacy systems play a pivotal role in helping carriers adapt to market shifts and regulatory changes while maintaining long-term operational stability. Listeners will hear Olivier’s vision...
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AI, CX, and the Insurance Revolution: Insights from Industry Leaders with Anthony O’Donnell
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In this special episode of Life Accelerated, host Anthony O'Donnell revisits thought-provoking conversations with some of the most influential leaders in the life insurance industry during 2024. These discussions delve into the accelerating pace of technological change and its profound impact on customer expectations, operational efficiency, and employee engagement. Through these dialogues, the episode examines how insurers are redefining traditional practices to address the shifting demands of the industry while staying true to their core mission of supporting policyholders and their...
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In this episode of Life Accelerated, host Anthony O’Donnell sits down with Global Chief Marketing Officer at Manulife, for an insightful look into how AI and digital transformation are reshaping the insurance landscape. With a rich background spanning top leadership roles in banking and insurance, Karen shares how she’s leading a customer-centric revolution, integrating AI, advanced analytics, and innovative technology to enhance customer experiences and streamline operations. Karen discusses Manulife's strategic approach to AI, sharing transformative projects like their internal AI...
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Unlocking the Potential of AI for Life Insurance Leaders with Richard Wiedenbeck, Ameritas
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In this episode of Life Accelerated, host Anthony O’Donnell brings you an illuminating conversation with , Chief AI Officer at Ameritas. With a wealth of experience in the life insurance and technology sectors, Richard has seamlessly transitioned from his role as CIO to his pioneering position as Chief AI Officer. This title alone signifies Ameritas's progressive strides in adopting artificial intelligence. Richard's background makes him an authoritative voice in discussing the digital transformation landscape within the life insurance industry. This episode offers a deep dive into how...
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Promoting Long, Healthy Lives Through Digital Transformation with Jean Olive, John Hancock
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Staying Customer Focused in Digital Transformation with Niki Manby, Mutual of Omaha
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Host Anthony O'Donnell welcomes , Chief Strategy and Innovation Officer at to share the remarkable journey of the company’s digital transformation that has boosted the success of the company. Niki shares her extensive experience in financial services and fintech, showcasing how she's driving change and ensuring the company remains competitive and customer-focused. They explore the unique challenges of the insurance sector, the impact of agile methodologies, and the potential of emerging technologies such as AI to revolutionize the industry. In this episode, you’ll hear...
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Simplifying Life Insurance Through Digital Transformation with Nick Rohan and Kevin Cummer, TruStage
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Host Anthony O'Donnell welcomes back , Director of Life Products, and , Director of Partner Management at TruStage Insurance to share the remarkable journey of TruStage’s digital transformation, which has not only redefined their brand but also set new benchmarks in the insurance industry. Kevin and Nick take us through the evolution of TruStage, from its roots as CUNA Mutual Group, primarily serving credit unions, to its current position as a major player in the direct-to-consumer insurance market. They discuss the strategic rebranding of TruStage and how it has unified its offerings under...
info_outlineSince the late 1800s, Boston Mutual Life Insurance has transitioned from a service-focused to a customer-care-driven team, emphasizing the importance of balancing technology and human touch in the digital transformation journey.
Jennifer King, Vice President of Customer Experience at Boston Mutual, is at the helm of Boston Mutual's digital transformation effort. She speaks with Life Accelerated about how she has spearheaded the alignment of technology, customer experience, and operational excellence in the life insurance industry.
This episode is a must-listen for anyone looking to accelerate their organization's journey toward a digital future.
Key Takeaways:
- Understand the importance of aligning digital transformation with customer needs, industry standards, and employee capabilities.
- Learn the significance of insourcing core capabilities to drive competitive differentiation and have control over technology, processes, and customer service.
- Gain insights on winning employees' hearts and the impact on customer-centric culture.
Timestamps:
[00:00] Introduction to the episode
[00:17] The history of Boston Mutual Life Insurance Company
[02:20] Jennifer’s 44 years of insurance experience and background in management
[03:15] Leading strategic transformation and fostering a customer-centric culture
[06:29] Transforming disciplines, legacy systems, and resources
[11:12] Modernizing systems crucial for customer care efficiency
[14:47] Selecting and preparing a new core system process
[19:31] Digital transformation for efficient scaling and updates
[21:44] Balancing automation with a human touch
[24:07] Maintaining a change mindset with agility for the future
[25:57] Closing
Resources:
Connect with Jennifer on LinkedIn: https://www.linkedin.com/in/jennifer-king-63b4893/
Learn more about Boston Mutual: https://www.bostonmutual.com/