Life Accelerated

Life Accelerated is a show from Insurance Innovation Reporter in partnership with Equisoft, with one goal–to keep you from falling behind by equipping you with the practical tools to handle the rapidly changing environment. Each episode will feature thought-provoking conversations between host Anthony O'Donnell and experts in life insurance, facing the same challenges as you. You’ll leave each episode feeling encouraged, excited, and motivated.

Leading Change in Underwriting with Andrew Kramer, M Financial Group 04/09/2025

Building a Future-Ready Insurer with Michael New, ClearView 03/12/2025

Meet the New Host of Life Accelerated, Olivier Lafontaine 01/15/2025

AI, CX, and the Insurance Revolution: Insights from Industry Leaders with Anthony O’Donnell 12/11/2024

AI, CX, and the Insurance Revolution: Insights from Industry Leaders with Anthony O’Donnell 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 families. Featured voices such as Dora Clements of Unum, Mike Mead of CNO Financial Group, and others share valuable insights on navigating digital transformation, leveraging generative AI, and fostering a balance between cutting-edge technology and personal connection. With perspectives on empowering employees, meeting customer needs, and embracing innovation responsibly, this episode paints a compelling picture of how the industry is positioning itself for success in 2025 and beyond. Key Takeaways: Automation should complement but never replace the value skilled human interactions bring to the insurance process. Consumers and employees expect seamless, user-friendly digital experiences - meeting these expectations requires companies to overcome challenges with legacy systems while leveraging new tools. Fear of new technologies replacing jobs can be mitigated by involving employees in their adoption. Jump Into the Conversation: (00:00) Introduction (01:18) What stays the same while companies evolve (03:11) Insurance companies are doing great things with technology (04:38) Clarifying what AI is and is not good (05:57) The tandem match of high-tech and high-touch (07:26) Addressing the myth that AI threatens job security (08:15) Important industry trends that will continue into 2025 Resources: Connect with Dora Clements: Connect with Mike Mead: Connect with Niki Manby: Connect with Jennifer King: Connect with Karen Leggett: /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/34397715

Revolutionizing Insurance Operations with AI with Karen Leggett, Manulife 11/13/2024

Revolutionizing Insurance Operations with AI with Karen Leggett, Manulife 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 tool, Chat MFC, which empowers employees across the organization to embrace AI for productivity and customer service. She also highlights pioneering initiatives like their behavioral insurance program and multi-cancer screening tool, showcasing how AI is not only improving operational efficiencies but also saving lives. Listeners will gain a firsthand look at how Karen’s team has achieved significant milestones, from boosting customer satisfaction scores to transforming underwriting processes. This episode is a must for anyone interested in the future of insurance, AI integration, and leading a purpose-driven digital transformation. Key Takeaways: AI isn’t just about creating efficiencies through automation but building more personal connections with customers. Establishing a value-driven, adaptable digital strategy enables companies to stay competitive and responsive in a rapidly evolving market. Technology should support human activities that improve customers’ lives and companies’ bottom lines. Jump Into the Conversation: (00:00) Introduction of Karen Leggett, Global Chief Marketing Officer at Manulife (02:15) Manulife’s innovative behavioral insurance program and its impact on customer health (03:39) The power of AI to enhance customer experience and operational efficiency (08:50) Striving to be the most digital customer-centric leader in the industry (11:21) The strategic importance of AI and advanced analytics in Manulife’s operations (18:56) Introduction of Chat MFC, Manulife’s internal AI tool, and its role in empowering employees (25:43) Karen’s approach to fostering an adaptable, AI-ready workforce Resources: Connect with Karen Leggett: Check out Manulife: /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/33897747

Unlocking the Potential of AI for Life Insurance Leaders with Richard Wiedenbeck, Ameritas 10/09/2024

Unlocking the Potential of AI for Life Insurance Leaders with Richard Wiedenbeck, Ameritas 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 Ameritas is leveraging AI to enhance operational efficiencies, streamline underwriting processes, and improve overall productivity. Richard candidly shares real-world examples of AI applications, the importance of proper data governance, and the potential risks and rewards associated with integrating such groundbreaking technology. By listening, you will glean actionable insights into the steps necessary for a successful digital transformation, ensuring you are not left behind in a rapidly evolving industry landscape. Key Takeaways: Leveraging AI can streamline repetitive tasks, while drastically reducing costs and enhancing productivity and decision-making Discovering practical steps to responsibly integrate AI into operations without compromising customer trust or regulatory compliance Gaining insights into the transformative potential of AI, ensuring companies stay ahead of competitors and adapt to rapidly changing market dynamics Jump Into the Conversation: [00:00:20] Introduction of Richard Wiedenbeck and his role as Chief AI Officer at Ameritas [00:01:57] Richard’s viewpoint on AI as a crucial tool for the future [00:03:16] The importance of AI in addressing productivity and efficiency challenges [00:04:56] Staying informed via research and experiential learning [00:07:01] Starting with less risky applications before tackling more complex use cases [00:09:32] Training AI agents to navigate and interact with legacy systems [00:13:12] Importance of accurate data sources for AI training [00:16:37] Challenges in navigating the AI claims of various vendors [00:18:36] Emphasizing security, risk management, and clear operational boundaries [00:24:22] Acknowledging the transformative nature of AI and advocating for proactive engagement [00:26:08] Closing Resources: Connect with Richard Wiedenbeck: Check out Ameritas: If you are starting your digital transformation journey, check out these e-books: How To Kick Off a PAS Modernization Project, the Right Way: Insights From a Veteran Project Manager Critical Resourcing Decisions that Ensure the Success of Your PAS Modernization Project The Reality Behind SaaS Policy Admin Vendor Claims. A Roadmap to Success /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/33282037

Promoting Long, Healthy Lives Through Digital Transformation with Jean Olive, John Hancock 09/11/2024

Promoting Long, Healthy Lives Through Digital Transformation with Jean Olive, John Hancock Host Anthony O'Donnell sits down with , CIO of , to discuss the company's impressive journey towards digital transformation and its focus on enhancing customer experience. Jean shares her engineering background and diverse industry experience, discussing John Hancock’s mission to promote long, healthy lives through innovative initiatives like vitality behavioral insurance. The discussion covers the significant role of AI and data-driven strategies in revolutionizing underwriting, sales applications, and overall customer satisfaction. In this episode, listen to how John Hancock is embedding AI into its applications, establishing a data lake to improve data governance, and moving towards cloud-based solutions. Jean emphasizes the importance of nurturing internal talent, creating a culture of continuous learning, and aligning the company's mission with employee and policyholder well-being. Listen for insights on John Hancock's commitment to industry-shaping innovations, engaging talent, and modernizing infrastructure amidst a rapidly evolving technological landscape. Key Takeaways: Leveraging AI tools like GitHub and Power Apps, along with strong data governance and a data lake, enhances underwriting processes and customer satisfaction. Implementing a "build borrow buy" strategy and creating a culture of continual learning are critical for developing and retaining top talent in an evolving technological environment. Focusing on digital transformation, moving applications to the cloud, and closing mainframe data centers streamline operations and improve the customer experience. Jump into the Conversation: [00:01:07] Introduction of Jean Olive and her role at John Hancock [00:06:47] Jean’s experiences and how that has benefitted her in her role [00:09:12] What John Hancock is working on inventing now [00:12:08] How Jean and John Hancock are working on a seamless customer experience [00:15:48] How John Hancock is thinking about product development [00:16:56] Where AI fits in John Hancock's digital vision [00:21:14] Challenges related to preparing the data for AI [00:23:17] How the company is keeping people and culture first while innovating [00:28:36] How John Hancock is living up to their mission [00:30:07] Closing Resources: Connect with Jean Olive: Check out John Hancock: If you are starting your digital transformation journey, check out these e-books: How To Kick Off a PAS Modernization Project, the Right Way: Insights From a Veteran Project Manager Critical Resourcing Decisions that Ensure the Success of Your PAS Modernization Project The Reality Behind SaaS Policy Admin Vendor Claims. A Roadmap to Success /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/32886392

Staying Customer Focused in Digital Transformation with Niki Manby, Mutual of Omaha 08/14/2024

Staying Customer Focused in Digital Transformation with Niki Manby, Mutual of Omaha 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 insights from Niki's background and her strategic vision for integrating insurtech capabilities to foster an innovation culture within large enterprises. Key Takeaways: Build an innovation culture centered around solving customer problems rather than just business problems to foster innovation within the organization. Use Agile and the Scaled Agile Framework (SAFe) to align business priorities with technology efforts to facilitate continuous communication and iterative improvements. Adopt a balanced approach to InsurTech partnerships to lead to more effective innovation. Timestamps [00:02:03] Introduction of Niki Manby and her role at Mutual of Omaha [00:05:01] Challenges in aligning strategy and innovation in insurance [00:06:24] How digital innovation can be applied to the life insurance industry and innovation opportunities [00:11:01] How to create a culture of innovation starting with customer problem-solving and fostering curiosity [00:14:19] Addressing alignment between business priorities and technology through Agile methodology [00:19:13] Impact of AI, specifically generative AI, on the insurance industry [00:20:52] The importance of governance and controls in AI [00:21:18] Summary by Anthony on the importance of embedding an innovation culture, integrating insurtech, and the potential of GenAI Resources: Connect with Niki Manby: Check out Mutual of Omaha: If you are starting your digital transformation journey, check out these e-books: How To Kick Off a PAS Modernization Project, the Right Way: Insights From a Veteran Project Manager Critical Resourcing Decisions that Ensure the Success of Your PAS Modernization Project The Reality Behind SaaS Policy Admin Vendor Claims. A Roadmap to Success /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/32387722

Connectivity Initiatives That Create Seamless Digital Integration with Dora Clements, Unum 07/10/2024

Connectivity Initiatives That Create Seamless Digital Integration with Dora Clements, Unum Great leaders in digital innovation often start their journey in diverse fields. is an exceptional leader at Unum whose impressive journey from entertainment law to overseeing transformative initiatives at the 175-year-old company is a testament to the potential for multidisciplinary approaches in driving organizational change. Host Anthony O’Donnell speaks with Dora, the Senior Vice President of Transformation, in this episode about how Unum is leveraging digital technologies to transform its operations, enhance customer experiences, and stay competitive in the ever-evolving life insurance industry. With an extensive operational strategy and technology integration background, Dora brings a wealth of knowledge on how traditional insurance practices can be seamlessly merged with cutting-edge digital solutions to foster efficiency and superior customer experience. They discuss Unum's ambitious digital transformation journey, highlighting its innovative strategies for enhancing customer experiences and maintaining competitiveness in a rapidly changing market. Dora shares the groundbreaking initiatives that Unum has implemented, such as their advanced self-service portals and real-time customer satisfaction analytics. She also explores Unum's commitment to data integrity and responsible AI adoption, providing valuable insights for decision-makers in the life insurance sector eager to embark on or refine their digital transformation journeys. Key Takeaways: Leveraging digital technologies enhances efficiency and customer satisfaction, setting new industry standards through innovative practices and a commitment to transformation. Data integrity and advanced analytics play pivotal roles in driving effective digital solutions that improve business outcomes and user experiences within the life insurance sector. Building high-performing teams equipped to manage change, foster innovation, and seamlessly bridge the gap between business operations and technology is crucial for successful digital transformation. Timestamps: [00:00] Introducing Life Accelerated [01:42] Intro to Dora's journey and digital transformation milestones of Unum [05:43] The connection between organizational psychology and industrial psychology to digital transformation [07:00] The “three-legged stool” model as a disciplined way to transform [08:52] The importance of communication and collaboration across teams [10:55] How Unum is transforming to meet the objective of living their mission in today’s technologically-focused world. [12:34] Unum’s focus on customer satisfaction and “My Unum” portals [16:05] The importance of data integrity and architecture; the utilization of data analytics to improve customer experience and business results [19:32] Exploration of AI and it’s future implications [20:18] Change management by coaching and cultivating high-performing teams at Unum [23:25] Unum’s focus on connectivity, data quality, and customer experience. [25:21] Final thoughts from Anthony O’Donnell Resources: Connect with Dora Clements: Check out UNUM: If you are starting your digital transformation journey, check out these e-books: How To Kick Off a PAS Modernization Project, the Right Way: Insights From a Veteran Project Manager Critical Resourcing Decisions that Ensure the Success of Your PAS Modernization Project The Reality Behind SaaS Policy Admin Vendor Claims. A Roadmap to Success /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/31931882

Simplifying Life Insurance Through Digital Transformation with Nick Rohan and Kevin Cummer, TruStage 06/12/2024

Simplifying Life Insurance Through Digital Transformation with Nick Rohan and Kevin Cummer, TruStage 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 a single, powerful identity, making it easier for customers to navigate and for the company to communicate its mission of making brighter financial futures accessible to everyone. They share industry insights to guide you toward more intelligent and effective strategies for digital transformation within your organization. Key Takeaways: Simplifying the insurance process through technological innovations, such as developing comprehensive API suites, can significantly enhance customer satisfaction and improve conversion rates. Securing strong senior leadership support is essential for overcoming organizational inertia and resource allocation challenges, ensuring successful digital transformation initiatives. Implementing innovative distribution strategies and simplifying the insurance buying process can lead to substantial business growth, as demonstrated by TruStage's success in doubling its life insurance business and reaching $5.6 billion in in-force coverage. Timestamps: [01:59] Intro to TruStage's journey and digital transformation milestones [03:17] The importance of unifying under a single brand for consistency and digital capabilities [04:21] Achieving major milestones in API suite for real-time purchasing experience [7:00] Strategic integration with partners and the importance of a compelling business case [10:02] Organizational commitment and support from senior leadership [10:56] Embracing data-focused decision-making and expanding distribution [13:04] Integrating product and capability roadmaps to enhance distribution and accessibility [17:04] Utilizing instant decision underwriting to streamline the customer experience [18:08] Ways TruStage is thinking about reaching customers [22:17] Significant growth and success in new distribution approaches Resources: Connect with Kevin Cummer: Connect with Nick Rohan: Check out TruStage: /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/31523437

Enhancing Engagement with Personalized Insights and Database Experiences with Jessica Austin Barker, CXO at TIAA 05/08/2024

Enhancing Engagement with Personalized Insights and Database Experiences with Jessica Austin Barker, CXO at TIAA , TIAA's Chief Digital and Client Experience Officer, sits down with host Anthony O’Donnell for this latest episode of Life Accelerated. Jessica’s acumen, honed through her tenure at Intuit and now as a leader at TIAA, is steering the financial institution toward new horizons of client engagement. Jessica brings a profound understanding of the complexities in the financial and retirement planning sectors and a commitment to bridging innovative digital strategy with a personal touch vital to these industries. The episode guides listeners through TIAA's emphasis on capability building, the responsible implementation of AI, and the crucial balance of digital and human elements in sensitive fields. Hear insights invaluable to the industry as you navigate toward smarter, more impactful approaches to digital evolution within your organization. Key Takeaways: A design-led strategy that actively involves multiple disciplines allows for the reduction of constraints in thinking, encourages customer-focused innovation, and is crucial for creating exceptional client experiences. Reimagining the client experience, especially in retirement and financial services, has been spearheaded by implementing organizational changes, developing capabilities in data and analytics, and re-engineering a company ethos where employee participation plays a pivotal role. AI offers prospects for increased efficiency and personalized financial advice, but there's a clear need to humanize digital spaces, given the sensitivity of retirement planning. Timestamps [00:00] Introduction to the episode [03:22] Jessica’s transition from Intuit to TIAA [04:32] Starting with solving basic customer problems [06:29] Improving customer focus through immersive client experiences [10:39] Experience with data platforms and increasing data acumen [12:10] Striving for personalized experiences in financial advising [15:18] The core principles of being an AI-first company [17:55] The importance of customers and facilitating digital and human intersection [22:15] Why design is crucial for creating great experiences [24:07] Creating positive emotion for customers and solving problems effectively [25:54] Closing thoughts Resources: Connect with Jessica Austin Barker: Check out TIAA: If you are starting your digital transformation journey, check out these e-books: How To Kick Off a PAS Modernization Project, the Right Way: Insights From a Veteran Project Manager Critical Resourcing Decisions that Ensure the Success of Your PAS Modernization Project The Reality Behind SaaS Policy Admin Vendor Claims. A Roadmap to Success /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/31050308

Cultivating High-Performing Teams Through People-Centric Strategies with Mike Mead, CIO at CNO Financial Group 04/10/2024

Cultivating High-Performing Teams Through People-Centric Strategies with Mike Mead, CIO at CNO Financial Group Host Anthony O’Donnell is joined by , the Chief Information Officer of CNO Financial Group, in this episode of Life Accelerated. With over 25 years of experience in the insurance and technology industry, Mike has been instrumental in digital transformation initiatives, enabling CNO to adapt and thrive in the rapidly evolving landscape of life insurance and financial services. Mike shares valuable insights into the role of technology in reshaping the customer experience, streamlining operations, and propelling business growth. The episode delves into CNO's innovative approach to digital transformation, from the intricacies of modernizing customer website tools to the strategic implementation of AI technologies. Gain valuable perspectives and actionable strategies to navigate the complexities of integrating technology into the heart of your operations as you embark on your own digital transformation journey. Key Takeaways: Transforming culture is key. Foster accountability, trust, and fluency in AI across the employee base to accelerate technology growth and ensure long-term success in a digital transformation journey. Seamlessly merging direct-to-consumer and agent experiences is crucial for meeting consumer expectations and driving success in the life insurance market's digital moment. Prioritize people over process and technology. Building the right team culture and empowering employees fuels technological advancements and shapes the future of life insurance. Timestamps [00:00] Introduction to the episode [00:12] Mike’s diverse career, global leadership, and looking for opportunity [06:00] The importance of learning and listening in the first 90 days [08:07] The challenges with waterfall delivery and departmental segmentation [11:11] Why insurance companies should focus on enhancing customer experience [14:48] How launching myhealthpolicy.com was a big success [18:20] Mike’s big life lesson on accountability [22:47] Implementing AI fluency for future success [24:14] Closing Resources: Connect with Mike Mead: Check out CNO Financial Group: /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/30640348

Practical Insights and Strategies from 5 Life Insurance Technology Leaders 03/13/2024

Practical Insights and Strategies from 5 Life Insurance Technology Leaders In this episode of Life Accelerated, host Anthony O’Donnell revisits some conversations from the past year all about practical approaches to digital transformation. He highlights ideas and insights from five visionaries in the life insurance industry — Santhosh Keshavan of Voya, Jeff Donaldson at Mutual of America, Deb Waters at Aegon, Ryan Downing at Principal Financial Group, and Bill Pappas with MetLife. As the industry continues to evolve rapidly, these experts bring a wealth of experience and knowledge to the table, shedding light on the challenges of modernizing infrastructure, reshaping customer experiences, and aligning technology with an organization's purpose. Discover actionable insights and strategies from the digital transformation in life insurance as we delve into this industry-wide shift. Key Takeaways: The shift towards digital transformation in the life insurance industry is driven by the imperatives of innovation and agility. Embracing the cloud, leveraging customer feedback for improvement, modernizing infrastructure, and fostering a customer-centric mindset can enhance user experiences. Aligning technology with the organization's overarching purpose is crucial for driving innovation, differentiation, sustainability, and growth in the life insurance industry. Timestamps: [00:00] Introduction to the episode [01:14] Santhosh Keshavan’s case for the cloud [03:10] Ryan Downing’s words on AI and the customer experience [05:04] Jeff Donaldson’s Route 66 strategy to modernize the core platform [07:13] Deb Waters’s take on creating a seamless client experience [09:51] Bill Pappas’s five strategic pillars for framing technological priorities [12:30] Closing Resources: Connect with Santhosh Keshavan: Connect with Jeff Donaldson: Connect with Deb Waters: Connect with Ryan Downing: Connect with Bill Pappas: /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/30157978

A Practical Approach to Digital Transformation with Jennifer King, VP of Customer Experience at Boston Mutual 02/14/2024

Fostering Human-Centric Innovation Through Data Transformation with Paula Bartgis, Chief Information Officer, Sun Life U.S. 01/10/2024

Fostering Human-Centric Innovation Through Data Transformation with Paula Bartgis, Chief Information Officer, Sun Life U.S. After 150 years in the business, has developed a keen digital strategy that integrates technology and business operations while boosting client engagement and revitalizing its approach to healthcare connectivity, benefits management, and client satisfaction. , Chief Information Officer at Sun Life U.S., is leading the company in this transformation and joins Life Accelerated to discuss developing the Sun Life Onboard platform and leveraging AI in call centers to digitally overhaul the life insurance sector. Listen in to learn how Paula Bargis and Sun Life U.S. are demystifying the process of a digital-first ethos in their life insurance endeavors. Key Takeaways: A client-centered digital transformation strategy can increase efficiency and satisfaction. Transformational leadership values flexibility, team empowerment, and the creation of a fail-fast culture pivotal for sustaining long-term digital innovation. Digital initiatives positively impact organizational growth, from improved client engagement and sales to enhanced employee satisfaction and development. Timestamps: [00:00] Introduction to the episode [00:12] Paula’s career span [01:38] Background on Sun Life U.S. [05:41] Digital transformation within Sun Life U.S. [08:32] The importance of methodology [11:49] How Sun Life U.S. measures transformational value [14:25] When Paula joined Sun Life U.S. and how different it was back then [17:43] The significance of Sun Life U.S. Onboard [21:33] Providing a safe environment for your organization to grow [22:48] Paula’s perspective on project management [26:05] Learning as a team and allowing room for mistakes within company culture [27:42] Shifting employees as needed to upskill [30:51] Closing Resources: Connect with Paula on LinkedIn: Learn more about Sun Life U.S.: /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/29314678

Strengthen Customer Engagement through Digital Transformation with Susan P. Roberts, Head of Strategy and Transformation at John Hancock 12/13/2023

Strengthen Customer Engagement through Digital Transformation with Susan P. Roberts, Head of Strategy and Transformation at John Hancock holds a distinguished position in the wealth and asset management space and offers a range of life insurance products exclusively through intermediaries. With over 160 years of experience, John Hancock is committed to delivering products that are easy to buy and enjoyable to own. , the Head of Strategy and Transformation at John Hancock, joined the Life Accelerated podcast to discuss the digital journey of John Hancock and the pivotal role digitalization plays in shaping the life insurance industry. Through the lens of behavioral insurance, Susan shares how digital transformation is redefining the insurer-policyholder relationship and championing the mission to help customers lead longer, healthier lives. Tune in to glean actionable strategies, innovative approaches, and thought leadership of the transformative landscape of digitalization within the life insurance domain from Susan P. Roberts. Key Takeaways: Placing policyholders, caregivers, and distribution partners at the center of digital initiation for a seamless, personalized experience. Foster a spirit of innovation by leveraging behavioral insurance to drive meaningful interactions with customers. Prioritize data to build tailored experiences for customers across their interactions with your company with foundational digital strategies. Timestamps: [00:00] Introduction to the episode [01:43] Breakdown of John Hancock’s role in today’s market [02:49] Susan’s role at John Hancock and career background [05:35] How and why John Hancock is digitizing the insurance experience [10:56] The underlying foundation of digital transformation [11:53] Focus on personalized digital experiences for policyholders [14:46] Educating and engaging customers with a digitalized behavioral insurance approach [17:59] Exploration of how generative AI shapes customer service [19:22] The mission of John Hancock [20:16] John Hancock grows talent and partnerships to expand [22:08] How prioritizing customer needs leads to strategic decision-making [24:13] Closing Resources: Connect with Susan on LinkedIn: Learn more about John Hancock: /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/28874398

Innovating Insurance to Empower Families with Fred Tavan, SVP and Chief Pricing Officer of Legal & General America 11/08/2023

Innovating Insurance to Empower Families with Fred Tavan, SVP and Chief Pricing Officer of Legal & General America is one of the nation's strongest life insurers, ranked number two for term life insurance providers in the US. Their sole focus is to safeguard families' financial well-being — and it has been for more than 70 years. , SVP and Chief Pricing Officer at Legal & General America joined the Life Accelerated podcast to share the importance of constantly reinventing yourself to stay ahead in a rapidly changing world, Legal & General America’s mission to offer good value life insurance coverage to as many US families as possible, the importance of embracing innovation and an omnichannel approach, and more. Tune in to hear Fred and Legal & General America’s secrets on how they are taking over the life insurance industry. Key Takeaways: Continually reinvent yourself, embrace change, and seek personal and professional growth opportunities. Embrace innovation and disruption to stay ahead of industry trends and leverage new technologies. Be adaptable and responsive to market demands to reach and serve customers effectively. Timestamps: [00:00] Introduction to the episode [00:47] Where Fred began in his career and his experiences along the way [04:28] Who Legal & General America is, and what they’re aiming to do [05:55] What Fred’s job is, and what it consists of [08:32] Legal & General America’s omnichannel strategy [12:05] What Fred sees as the opportunities for disruption and what is the role of innovation in LGA strategy [14:27] How Fred would summarize the competitive environment for term life [17:20] How important digital transformation is for reshaping the term life market [18:20] How LGA has been succeeding in the past couple of years [19:33] What success looks like for LGA within the next few years [22:34] If Fred thinks term life as having more of an emphasis on the health and longevity of the policyholder rather than just their mortality [23:48] Where we can expect LGA to rank in the term life market in the next five years [24:33] Closing Resources: Connect with Fred on LinkedIn: Learn more about Legal & General America: /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/28425521

Revolutionizing the Life Insurance Sales Experience with Hector Martinez, Head of Life Insurance at Equitable 10/11/2023

Revolutionizing the Life Insurance Sales Experience with Hector Martinez, Head of Life Insurance at Equitable is a financial service company with a legacy of helping people look forward with courage, strength, and wisdom. This company has established itself as a leading provider of financial advice, protection, and retirement strategies, with 2.8 million clients nationwide. , Head of Life Insurance at Equitable, joined the Life Accelerated podcast to share why the life insurance industry needs to adapt and improve its processes to meet the changing expectations of consumers. Hector also discusses how technology, such as AI, can play a crucial role in streamlining underwriting and freeing up underwriters' time to focus on assessing risks, how the role of financial advisors remains important in the purchase and ownership of life insurance, and more. Listen in to hear how Hector and Equitable are utilizing technology to disrupt the Life Insurance market. Key Takeaways: Use tech guidance, navigation of choices, and understanding of how the product fits into the client's financial plan, and technology is a tool to enhance this. AI and advanced underwriting technologies can provide a higher level of self-service and streamline the insurance buying process. Despite technological advancements, the role of advisors and financial professionals remains significant in the life insurance industry. Timestamps: [00:00] Introduction to the episode [01:45] Who Equitable is [02:56] Hector’s professional background and how he got to Equitable [05:27] How Hector sees technology as a tool in achieving his objectives [10:06] The various ways Equitable distributes life insurance products [12:45] Digital transformation can enhance the sales processes [14:52] The importance of getting life insurance when young [16:00] Advantages and challenges Hector has been seeing for Equitable [17:25] How Hector thinks of digital transformation as a competitive imperative [19:47] Why life insurance companies should empower their advisors to become their very best [21:38] Hector's view on some of the most important technologies that are shaping the insurance value chain [23:44] How AI can play a part in life insurance [25:14] Where digital transformation is taking Equitable [27:19] Closing Resources: Connect with Hector on LinkedIn: Learn more about Equitable: /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/28160783

The Evolution of Principal Financial Group's Digital Transformation Strategy with Ryan Downing, VP and CIO of Enterprise Business Solutions 09/13/2023

The Evolution of Principal Financial Group's Digital Transformation Strategy with Ryan Downing, VP and CIO of Enterprise Business Solutions is an American global financial investment management and insurance company who helps people create the kinds of lives they dream about, empowered by financial security and stability. But how do they approach their mission through a digital perspective? Ryan Downing, Vice President and Chief Information Officer of Enterprise Business Solutions at Principal Financial Group, discusses how technology, automation, and AI can enhance the customer experience, Principal Financial Group’s efforts towards evolving their focus from contracts to customers, the connection between employee experience and customer experience, and more. Hear how Principal Financial Group is embarking on a digital transformation journey through keeping their customers in the center of it all. Key Takeaways Digital transformation is about shifting the focus from contracts to customers, putting them at the center of business processes. Automation and AI can enhance the customer experience, but it's crucial to maintain a balance with the human element. A strong employee experience is essential for delivering a positive customer experience. Both are interconnected and drive business success. Timestamps [00:00 - 03:45] Introduction to Ryan Downing and Principal Financial Group [03:45 - 06:39] How Ryan Downing’s Role and Principal Financial Group has evolved over the years [06:39 - 07:42] Ryan’s perspective on digital transformation [07:42 - 09:11] How Principal Financial Group has shifted their focus from contract to customer [09:11 - 12:10] How the employee and customer experience are related [12:10 - 13:11] How Principal Financial Group creates a customer-centric culture [13:11 - 15:30] What Ryan thinks the phrase “digital first” means [15:30 - 19:22] Ryan’s views on the role of AI in a digitally transformed customer experience [19:22 - 21:28] Principal Financial Group’s most important and recent digital initiatives [21:28 - 23:28] Ryan’s four indispensable digital transformation initiatives that he’s driving [23:28 - 27:33] How Ryan sees the role of the human element in a high functioning IT organization as he approaches his job as its leader [27:33 - 28:39] Closing Resources Connect with Ryan on LinkedIn: Learn more about Principal Financial Group: /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/27850929

Leveraging Enterprise Data and AI for Customer-Centric Solutions with Jeff Donaldson, Mutual of America Financial Group 08/09/2023

Leveraging Enterprise Data and AI for Customer-Centric Solutions with Jeff Donaldson, Mutual of America Financial Group Jeff Donaldson, SEVP and Chief Digital Officer of Mutual of America Financial Group, is responsible for leading the company's digital strategy and initiatives, he played a crucial role in driving technological innovation and enhancing customer experiences within the organization. He shares the strategic decisions and initiatives undertaken by the company to embrace digital transformation and meet the evolving needs of their customers. On this episode of Life Accelerated, Jeff Donaldson shares the company's journey towards digital transformation. He highlights the importance of addressing core business areas such as customer relationship management, core record-keeping systems, enterprise data utilization, and artificial intelligence. Jeff explains how the company adopted the Route 66 strategy, consisting of six IT strategies and six guiding principles, to drive their transformation while emphasizing the need to educate senior leadership, build digital capabilities, and transform culture to support long-term growth and improve customer experience. Through insights and experiences gained from working with various companies, Jeff brings valuable perspectives on the intersection of technology and personalized service in the financial services industry. Key Takeaways Digital transformation involves more than just implementing new technology; it requires a focus on culture, people, organization, and products. Through the Route 66 strategy, Mutual of America was able to tackle over 40 different initiatives and make significant changes to their operations. The success of digital transformation relies on getting support from the board and executive leadership. Timestamps [00:00 - 02:54] Introduction to Jeff Donaldson and Mutual of America Financial Group. [02:54 - 04:41] Why Mutual of America Financial Group is undertaking digital transformation. [04:41 - 10:31] The technologies that Mutual of America Financial Group adapted during their digital transformation. [10:31 - 13:03] Why Jeff Donaldson was the right fit for leading digital transformation for Mutual of America Financial Group. [13:03 - 14:17] Why digital transformation and collaboration needs to happen in all areas of the business. [14:17 - 16:41] The challenges of digital transformation that Mutual of America Financial Group experienced. [16:41 - 20:26] The Route 66 plan and the guiding principles around that. [20:26 - 23:07] Mutual of America Financial Group’s 6 principles and why they were important to their strategies. [23:07 - 25:21] How today’s IT delivery compares to the past. [25:21 - 26:16] What kind of a company Mutual of America Financial Group is today as a result of its digital transformation work. [26:16 - 27:03] Closing. Resources Connect with Jeff on LinkedIn Learn more about Mutual of America /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/27701685

Building a Technology-Enabled Foundation with Jeff Hughes, Chief Technology Officer at Brighthouse Financial 07/12/2023

Building a Technology-Enabled Foundation with Jeff Hughes, Chief Technology Officer at Brighthouse Financial Special guest, Jeff Hughes, the Chief Technology Officer of Brighthouse Financial, takes us on a journey through the past five years of his professional life, where he played a pivotal role in successfully transitioning Brighthouse Financial to a new foundation. With over 200 transition services agreements and 100 programs and initiatives to navigate, Jeff and his team faced numerous challenges, but ultimately emerged victorious in their quest. On this episode of Life Accelerated, Jeff Hughes shares about the company's successful transition to a new foundation that involved exiting hundreds of agreements and initiatives. Jeff emphasizes the importance of a modern ecosystem in technology, particularly in terms of shifting from Capex to Opex in the transformation to SaaS and cloud technologies and how Brighthouse pursued this path and completed the transition to a 100% cloud-based and 90% software as a service environment. The company wants to be a best in cost company and heavily leverages third parties for technology-enabled business functions rather than outsourcing existing jobs. Key Takeaways Adaptability and strategic planning is key. This highlights the importance of adaptability and strategic planning during major transitions. Focus on driving growth and improving the advisor experience. This emphasizes the significance of customer-centricity and innovation in staying competitive in the industry. Build a technology-enabled foundation. This showcases the importance of modern technology infrastructure and the strategic use of resources to enable cost-effectiveness and flexibility. Timestamps [00:00 - 06:10] Introduction to Jeff Hughes and Brighthouse Financial [06:10 - 08:26] What Jeff has been hired to accomplish at a strategic level [08:26 - 10:27] Brighthouse Financial’s transition approach and how it differs from others [10:27 - 12:39] Critical decisions Brighthouse Financial made in 2017 for digital transformation [12:39 - 15:37] The principals that Jeff and Brighthouse Financial created when given the warrant to create new systems [15:37 - 17:55] The essential initiatives Brighthouse Financial developed to develop their own business ecosystem [17:55 - 20:54] What Brighthouse Financial’s initiatives meant for digital transformation [20:54 - 23:04] What Jeff and Brighthouse Financial’s three indispensable digital initiatives are [23:04 - 25:47] How Jeff would describe his management style and how he attracts and retains top talent [25:47 - 28:06] Areas where Jeff sees the controversial wisdom leading insurance [28:06 - 29:43] Closing Resources Connect with Jeff on LinkedIn Learn more about Brighthouse Financial /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/27333024

Automation, Digitization and Data with Deb Waters, Chief Technology Officer at Aegon 06/14/2023

Automation, Digitization and Data with Deb Waters, Chief Technology Officer at Aegon Step into the world of innovation and visionary leadership within the life insurance space. Meet , a true technologist and trailblazing force behind the digital transformation of Aegon N.V.. As Chief Technology Officer and esteemed member of the Management Board, Waters thinks of digital transformation as an end-to-end process, beginning with infrastructure and resulting in first class customer and distributor experience. On this episode of Life Accelerated, host Anthony O'Donnell sits down with Deb, and together they delve into her simplification of core systems and of the customer experience powered by emerging data sources and capabilities as well as the challenges that companies like Aegon face in the process. Waters shares her insights on employee retention and attraction, and the importance of creating interesting job roles. Additionally, she discusses the digitization of the retirement experience and the importance of customer feedback in the development process. Tune in to hear about the current status of Aegon and their progress towards digital transformation. Key Takeaways Digitization will continue to be a priority, and specifically, continuity in the technology architecture is crucial for simplifying the end-user experience. Moving to cloud-based software solutions is important for scalability and growth, as it allows automatic capacity expansion and eliminates the need for ordering and bringing items into a data center. Improving the advisor experience, in an agile way, is key for digital transformation so that advisor concerns and client feedback is heard and solutioned. Timestamps [00:00 - 01:53] Introduction to Deb Waters and Aegon N.V. [01:53 - 04:29] What led Deb into her current role and what she does at Aegon [04:29 - 05:28] The history of Transamerica and when Agon came into the US market as the acquirer of Transamerica [05:28 - 06:52] How Aegon think about digital transformation in the US [06:52 - 08:17] Some of the most important business challenges faced by life insurers and how technology can address them [08:17 - 11:17] The importance of utilizing cloud [11:17 - 13:10] The importance of data and data quality in the insurance industry [13:10 - 15:47] ChatGPT and using it to your advantage in insurance [15:47 - 18:54] Concrete initiatives that are happening at Aegon [18:54 - 10:47] How Agon has experienced the talent challenge and retaining employees [20:47 - 22:34] How Aegon works with employees in different geographical areas [22:34 - 24:37] What Deb would identify as the major external issues thatcher and her insurance industry executive peers are facing [24:37 - 26:00] What Deb would identify as her three indispensable initiatives for digital transformation [26:00 - 26:50] Closing Resources Connect with Deb on LinkedIn Learn more about Aegon /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/27126648

Creating Unforgettable Policyholder Experiences with Matt Berman, President of Foresters Financial 05/10/2023

Creating Unforgettable Policyholder Experiences with Matt Berman, President of Foresters Financial , a dynamic leader in the life insurance industry, brings over 16 years of experience to the table. Having held senior roles in product distribution and customer experience, Matt now serves as the President for both the US and Canadian markets at , a financial services company focusing on life insurance and investments. With a passion for delivering unique, value-driven experiences for policyholders, Matt is a key figure in driving Foresters' digital transformation journey, creating impactful and engaging solutions for members. In this episode, Matt covers the transformation of the life insurance industry through digital innovation, how modern technology can boost customer engagement, the importance of adapting your product offerings to address ever-changing customer expectations, the implications of the COVID-19 pandemic on the life insurance landscape, and more. Key Takeaways Digital transformation speaks to the experience you deliver for your end consumer, your agents and advisors, and–most importantly–your employees. Digital transformation is a way to enable advisors to make their impact on the consumer more effective, as life insurance is complex and everyone has a different circumstance. Engagement informs better business quality and a better, more mutually profitable relationship with the customer and state-of-the-art systems allow for more value and the ability to stay in touch with customers' needs as they evolve. Timestamps [00:00] - Introduction to Matt [03:10] - Matt Berman's Background and Skills [08:41] - Digital Transformation and Life Product Evolution [11:28] - Distribution and Technology [14:34] - Foresters Strategic Plans [19:27] - Foresters Digital Transformation Journey [22:49] - Sales-Related Systems [24:30] - Foresters' Conception of Customer Engagement [27:45] - COVID's Impact on Foresters [30:46] - Making Life Insurance Compelling Resources /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/26674134

How to Ingest, Transform, and Feed Data with Voya’s Santhosh Keshavan 04/12/2023

How to Ingest, Transform, and Feed Data with Voya’s Santhosh Keshavan is a leading health, wealth, and investment company that helps Americans become well planned, well invested and well protected. But how do they do this from a digital perspective? Santhosh Keshavan, EVP and CIO at Voya, explains how they excel in the life insurance industry with their digital transformation efforts. He reveals the key components for digital transformation, their ambitious plans for the near future, the power of turning data into ‘intelligent data,’ and more. Hear how Voya Financial, Inc. is using data to their advantage to grow their impact in the market. Time Stamps [00:00 - 02:21] Introduction to Santhosh and Voya Financial Inc. [02:21 - 04:31] Santhosh’s role at Voya Financial Inc. [04:31 - 06:07] Voya’s foundational work towards simplifying legacy systems [06:07 - 07:39] How Voya defines digital transformation and interaction [07:39 - 09:24] Challenges facing data migration and quality [09:24 - 12:54] Voya’s transition to the cloud and the tradeoffs that come with it [12:54 - 16:54] The My Voyage mobile app and interacting with customers [16:54 - 18:50] Consolidation efforts to making the My Voyage mobile app possible [18:50 - 20:18] Partnerships and digital transformation at Voya [20:18 - 21:43] How the skill sets of the IT organization Voya is changing [23:43 - 25:18] How Voya works to attract and retain talent and customers [25:18 - 25:25] Closing 3 Key Takeaways Transformation will always be happening because technology is changing so fast. To keep up, you have to take initiative in consolidating core systems, investing in other foundational areas, focusing on data, creating a smooth customer experience, and enabling faster adoption. The first and most important component in the insurance market is data - having a good understanding of it and creating intelligence from it. Migrate data! Ever since Voya migrated their data to the cloud, they experienced more flexibility and were able to take advantage of innovation and transformation. /episode/index/show/ec37118c-de13-48b5-b09d-dd9f4edd0844/id/26428809

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