Life Accelerated

In this episode, host Olivier Lafontaine speaks with David Whitehead, Senior Vice President of Retirement Services Sales and Marketing, and Kyle Ryan, Vice President of Retirement Services Operations from Reliance Standard Life. Together, they reflect on leading multi-year transformations that reshaped how the business manages policies, distribution, and customer service. David and Kyle discuss efficiency and the process of replacing legacy policy administration systems, consolidating workflows, and distribution management tools. They explain how the company adapted operations to keep projects moving, focusing on small empowered teams and quick wins. Throughout the discussion, they highlight the importance of balancing between innovation and stability, preparing for long-term scalability, and aligning digital initiatives with brand and financial strength. Key Takeaways: Data integration was pivotal, turning the new admin system into a hub for DTCC and distribution management that streamlined hierarchies and reduced manual work. Focused decision-making accelerated progress. Empowering small teams and quick wins were essential in sustaining momentum for multi-year modernization projects. Clear MVP focus reduced risk. By concentrating on the functions needed to issue contracts at launch and deferring “nice-to-haves,” RSL kept scope tight, minimized fatigue, and ensured a timely go-live.   Jump Into the Conversation: (00:00) Meet David Whitehead and Kyle Ryan (02:16) Lessons from consulting to insurance transformation (06:09) Reliance Standard Life’s history and growth story (09:52) Early steps in modernization and workflow changes (12:38) Moving away from legacy systems (15:46) Shifting to portals and digital-first statements (18:32) Managing day one versus day two priorities (23:15) Beating transformation fatigue with quick wins (25:49) Piloting AI in customer care operations (29:24) Building data foundations for future innovation (34:49) Final lessons on modernization and leadership  

In this episode, host Olivier Lafontaine speaks with Ann Mengelson-Clark, Vice President of Technology at Kuvare, and Chief Technology Officer at Guaranty Income Life, United Life, and Lincoln Benefit Life on Kuvare’s journey of growth and digital transformation. Ann explains that Kuvare evolved from its early acquisitions to exploring new technologies for core systems, while restructuring teams to keep up with change. She walks through the company’s digital transformation efforts, from consolidating policy administration platforms to creating a unified portal for financial professionals and policyholders. She describes the path toward advanced data strategies for more efficient processes. The discussion also covers how Kuvare experiments with AI, operationally and for customer service, which is guided by a governance model that includes compliance from the very beginning. Key Takeaways: Aligning business and IT teams accelerates decision-making and creates stronger digital outcomes. Modernizing data systems gives leaders immediate insights that were locked in legacy platforms. Calculated AI adoption for operations and customer service requires both governance and creativity. Jump Into the Conversation: (00:00) Meet Ann Mengelson-Clark (02:23) What fuels Ann outside of work (04:19) How Kuvare grew through acquisitions and bold expansion (08:01) Ann’s unexpected career path from HR receptionist to CTO and VP (12:33) Turning paper processes into digital systems that scale (16:15) Breaking silos by aligning business and IT teams (20:57) Results from modernization projects that changed daily operations (21:48) Launching a unified digital platform for advisors and clients (24:04) Making smarter business decisions through data dashboards (26:31) Practical ways AI is already helping at Kuvare (28:39) Balancing compliance and innovation with AI governance   Resources: Connect with Ann Mengelson-Clark: https://www.linkedin.com/in/ann-m-c/  Check out Kuvare: https://kuvare.com/  Check out Guaranty Income Life: https://www.gilico.com/  Check out United Life: https://www.unitedlife.com/  Check out Lincoln Benefit Life: https://www.lbl.com/  Connect with Olivier: https://www.linkedin.com/in/olivierlafontaine/

In this episode, host Olivier Lafontaine speaks with Amanda Turcotte, SVP and Chief Actuary at Amalgamated Life Insurance Company, and Darwin Larrison, VP and Chief Information Security Officer at Modern Woodmen of America, about how their teams are navigating the changing landscape of artificial intelligence in life insurance. Amanda shares how her company is applying tools like Amazon Q and Intelligent Document Processing to streamline customer support and data handling. Darwin explains how governance frameworks, vendor partnerships, and licensing decisions are shaping how AI tools like Copilot are being deployed securely and responsibly. Throughout the session, Amanda and Darwin bring their unique perspectives from actuarial and security leadership to highlight what AI can realistically deliver today, and how insurers can prepare for what’s ahead.   Key Takeaways: Adopting AI in insurance requires more than tools. It demands structure, governance, and cultural buy-in. Licensing strategies and vendor partnerships can quietly shape how innovation spreads inside an organization. AI can help small carriers scale smarter by turning everyday data into operational advantage.   Jump Into the Conversation: (00:00) Meet Amanda Turcotte and Darwin Larrison (02:18) Why insurance leaders are cautious with AI (06:44) Using Amazon Q to speed up service (08:11) Building a centralized CRM with AI features (11:27) Who gets access to Copilot and why (14:50) AI’s role in institutional memory and training (19:00) Building a governance group for responsible AI (23:29) How to upskill non-tech employees on AI (29:17) Why transcription still faces internal resistance (38:15) What startups do differently with AI adoption (40:31) Predictions on how AI will transform insurance jobs Resources: Connect with Amanda Turcotte: https://www.linkedin.com/in/amanda-turcotte-7a436413/ Connect with Darwin Larrison: https://www.linkedin.com/in/darwinlarrison/ Check out Amalgamated Life Insurance Company: https://www.amalgamatedbenefits.com/amalgamated-life/ Check out Modern Woodmen of America: https://www.modernwoodmen.org/ Connect with Olivier: https://www.linkedin.com/in/olivierlafontaine/

In this episode, host Olivier Lafontaine sits down with Yolanda Austin, Senior Director of the Life & Annuity Program at ACORD, to talk about the organization’s role in building smarter, standardized systems for life insurance. Yolanda breaks down how ACORD is addressing inefficiencies in medical underwriting by creating digital formats for electronic health records. She also walks through the work behind ACORD’s standardized life insurance application, which was developed with input from distributors, carriers, and the Interstate Insurance Compact. And now, it is being adopted across the industry. As the conversation unfolds, it’s clear that progress in this space doesn’t come from technology alone, but through thoughtful coordination and collaboration across all parts of the ecosystem. Key Takeaways: Standardization only works when carriers, distributors, and regulators build it together. Reducing redundant and non-relevant data improves efficiency and unlocks smarter underwriting decisions. Creating digital forms that create good experiences requires both technology and behavioral science expertise. Jump Into the Conversation: (00:00) Meet Yolanda Austin (02:28) How ACORD began solving problems in insurance (03:35) Turning Microsoft’s data model into an ACORD standard (04:59) Collaborating with DTCC and the Interstate Compact (05:53) From high school co-op to insurance leadership (08:44) Fixing inefficiencies in underwriting with EHR data standards (10:54) How ACORD reduced medical data by 93 percent (13:36) Will AI reshape how underwriters use health records? (15:14) The mission to standardize every life insurance form (19:45) How ACORD got carriers to align on questions (24:37) What e-labels and fillable forms change for insurers   Resources: Connect with Yolanda Austin: https://www.linkedin.com/in/yolandaaustin/  Check out ACORD: https://www.acord.org/  Connect with Olivier: https://www.linkedin.com/in/olivierlafontaine/

In this episode, host Olivier Lafontaine speaks with Bill Pappas, EVP and Head of Global Technology and Operations at MetLife, about how MetLife is operationalizing transformation at scale, and what that means for the future of the life insurance sector. Bill outlines the pillars of MetLife’s new enterprise strategy, New Frontier, and walks through the company’s investment in simplifying infrastructure, reengineering customer journeys, and implementing their own AI platform that combines generative, agentic, and classical AI. Bill also discusses how MetLife is approaching data readiness, from governance and engineering to responsible use. But aside from technology, Bill also points out the value of leadership in the age of AI. He emphasizes critical thinking, collaboration, and the ability to unlearn old patterns as important skills for those who want to make an impact in the industry. Key Takeaways: Leaders need to prioritize business impact, not novelty. Workforce success in today’s world depends on reskilling and learning to unlearn. AI is only valuable when it’s integrated into a modernized ecosystem Jump Into the Conversation: (00:00) Meet Bill Pappas (01:48) What MetLife’s new strategy means for growth and resilience (03:58) Lessons from climbing Mount Kilimanjaro and leading through uncertainty (05:57) How a banking background shaped Bill’s approach to insurance (09:33) Four forces reshaping the life insurance industry (14:26) Why AI is a business opportunity, not a mere tech trend (18:33) Scaling AI responsibly at MetLife (23:58) Building MetLife’s AI platform (27:27) How MetLife listens to customers and adapts to their needs (30:29) Solving the data readiness gap with governance and engineering (33:57) The leadership mindset needed to thrive in a human-plus-AI world Resources: Connect with Bill Pappas: https://www.linkedin.com/in/bill-pappas-9a35048 Check out MetLife: https://www.metlife.com/  Connect with Olivier: https://www.linkedin.com/in/olivierlafontaine/

In this episode of Life Accelerated, host Olivier LaFontaine welcomes Joe Maringer, SVP and National Sales Manager at MassMutual Ascend to explore how annuity distribution is being reshaped by digital transformation and shifting market dynamics. Joe discusses how MassMutual Ascend is adapting to today's market by investing in technology to streamline advisor workflows, simplify purchases, and enhance in-force management. He shares insights from overcoming operational challenges during a rebrand and improving customer experience. Joe also highlights the role of AI and predictive analytics in enabling faster customer authentication, smarter call routing, and proactive service models. Beyond technology, Joe reflects on the human side of the business, emphasizing the importance of building long-term trust with distribution partners and clients. By focusing on both digital innovation and personal connection, MassMutual Ascend is positioning itself as a leading force in a competitive and growing annuity market. Key Takeaways: Streamlining the advisor experience is critical to unlocking future annuity growth. Operational resilience and strong partnerships create lasting competitive advantage. AI adoption should enhance human relationships, not replace them, in financial services. Jump Into the Conversation: (00:00) Streamlining annuity execution and why digital visibility is everything (00:45) Meeting the new annuity customer: Higher expectations and digital experiences (03:00) How MassMutual Ascend evolved through focus, acquisition, and rebranding (06:59) Navigating volatility: Why guaranteed income is gaining renewed attention (12:19) Making annuities easier to buy: Consolidating the financial advisor workflow (18:11) Lessons from 2022: How operational stress led to better service models (25:11) Enhancing the advisor experience with real-time dashboards and self-service tools (34:03) Leveraging AI for faster customer authentication and predictive call routing (39:07) Why human advice still matters in the age of automation and robo-advisors (42:30) MassMutual Ascend’s growth outlook: Building loyalty through better experiences Resources: Connect with Joe Maringer: https://www.linkedin.com/in/joe-maringer-4965304/ Check out MassMutual Ascend: https://www.massmutualascend.com/ Connect with Olivier: https://www.linkedin.com/in/olivierlafontaine/   

In this episode of Life Accelerated, host Olivier LaFontaine sits down with Andrew Kramer, 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 insights into how digital transformation is reshaping customer experiences and creating efficiencies in one of the most complex areas of insurance.   Key Takeaways: Rushing into digital transformation without standardization creates inefficiencies. Digital innovation isn’t just about speed—it’s about enhancing decision-making. Embracing digital standards can transform the underwriting process.   Jump Into the Conversation: (00:00) Why underwriting must lean into digital transformation (02:00) What a quiet Tokyo subway teaches us about global business norms (05:10) From reinsurance to M Financial Group (10:00) Risk-sharing, distribution, and strategic partnerships (15:15) How ACORD is solving inefficiencies in the value chain (20:30) Unlocking new speed and accuracy in underwriting (26:50) AI and the future of underwriting (32:40) How data can sharpen distribution strategy   Resources: Connect with Andrew Kramer: https://www.linkedin.com/in/andrew-kramer-529b4b10/ Check out M Financial Group Group: https://www.mfin.com/ Connect with Olivier: https://www.linkedin.com/in/olivierlafontaine/https://www.equisoft.com/podcasts

In this episode of Life Accelerated, host Olivier LaFontaine sits down with Michael New, 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 experience, this conversation highlights the patience, precision, and leadership required to build a future-ready insurer. Key Takeaways: Rushing into transformation without a solid data foundation creates unnecessary roadblocks. A realistic, milestone-driven roadmap is essential for managing expectations and delivering long-term impact. Digital innovation isn’t just about efficiency—it’s about enhancing customer and advisor experiences meaningfully. Jump Into the Conversation: (00:00) The marathon mindset: How endurance running parallels digital transformation (03:59) Navigating ClearView’s large-scale platform migration and its challenges (07:41) Addressing legacy data complexities and the role of SMEs in data integrity (12:52) Lessons learned from previous migrations: Why data baseline matters (16:57) ClearView’s strategic shift: Simplifying operations to become a dynamic challenger (24:00) Balancing technology expectations and business realities in digital transformation (27:49) Future focus: Enhancing advisor experience with a stronger digital presence Resources: Connect with Michael New: https://www.linkedin.com/in/michael-new-1959381/ Check out ClearView: https://www.clearview.com.au/ Connect with Olivier: https://www.linkedin.com/in/olivierlafontaine/  

In this episode of Life Accelerated, host Anthony O’Donnell introduces Olivier Lafontaine, 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 for the future of Life Accelerated and his thoughts on emerging industry topics and trends that should be top of mind for them this year. Launched monthly, keep tuned as we continue to guide you through the next wave of life insurance transformation. Key Takeaways: Transformations in the life insurance industry are long-term and continuous, requiring thoughtful planning and adaptability. Modernizing legacy systems and achieving vendor independence are essential steps for carriers to stay competitive and responsive to market shifts. Generative AI and large language models will play a growing role in streamlining operations, enhancing customer interactions, and driving innovation. Jump Into the Conversation: (00:00) Intro of Olivier Lafontaine, Chief Product Officer at Equisoft (01:39) Olivier’s career journey (03:07) Key themes for 2025 (04:36) Digital transformation and its role in modernizing systems (07:00) Tackling challenges like vendor dependency in long-term transformations (08:52) The importance of selecting adaptable technologies for lasting success Resources: Connect with Olivier Lafontaine: https://www.linkedin.com/in/olivierlafontaine/

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: https://www.linkedin.com/in/dora-clements-6385422b/  Connect with Mike Mead: https://www.linkedin.com/in/mikemead/  Connect with Niki Manby: https://www.linkedin.com/in/nikimanby/  Connect with Jennifer King: https://www.linkedin.com/in/jennifer-king-63b4893/  Connect with Karen Leggett: https://www.linkedin.com/in/leggettkaren/

In this episode of Life Accelerated, host Anthony O’Donnell sits down with Karen Leggett, 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: https://www.linkedin.com/in/leggettkaren/ Check out Manulife: https://www.manulife.com/

In this episode of Life Accelerated, host Anthony O’Donnell brings you an illuminating conversation with Richard Wiedenbeck, 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: https://www.linkedin.com/in/richard-wiedenbeck-6a752/  Check out Ameritas: https://www.ameritas.com/    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 https://hubs.li/Q02rP_6z0 Critical Resourcing Decisions that Ensure the Success of Your PAS Modernization Project https://hubs.li/Q02rP_D10 The Reality Behind SaaS Policy Admin Vendor Claims. A Roadmap to Success https://hubs.li/Q02rP_Jf0 

Host Anthony O'Donnell sits down with Jean Olive, CIO of John Hancock, 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: https://www.linkedin.com/in/jeantolive/ Check out John Hancock: https://www.johnhancock.com/index.html   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 https://hubs.li/Q02rP_6z0 Critical Resourcing Decisions that Ensure the Success of Your PAS Modernization Project https://hubs.li/Q02rP_D10 The Reality Behind SaaS Policy Admin Vendor Claims. A Roadmap to Success https://hubs.li/Q02rP_Jf0

Host Anthony O'Donnell welcomes Niki Manby, Chief Strategy and Innovation Officer at Mutual of Omaha 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: https://www.linkedin.com/in/nikimanby/ Check out Mutual of Omaha: https://www.mutualofomaha.com/   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 https://hubs.li/Q02rP_6z0 Critical Resourcing Decisions that Ensure the Success of Your PAS Modernization Project https://hubs.li/Q02rP_D10 The Reality Behind SaaS Policy Admin Vendor Claims. A Roadmap to Success https://hubs.li/Q02rP_Jf0   

Great leaders in digital innovation often start their journey in diverse fields. Dora Clements 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: https://www.linkedin.com/in/dora-clements-6385422b/  Check out UNUM: https://www.unum.com/    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 https://hubs.li/Q02rP_6z0 Critical Resourcing Decisions that Ensure the Success of Your PAS Modernization Project https://hubs.li/Q02rP_D10 The Reality Behind SaaS Policy Admin Vendor Claims. A Roadmap to Success https://hubs.li/Q02rP_Jf0 

Host Anthony O'Donnell welcomes back Kevin Cummer, Director of Life Products, and Nick Rohan, 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: https://www.linkedin.com/in/kevin-cummer-5b728b1a/  Connect with Nick Rohan: https://www.linkedin.com/in/nick-rohan-1337935/  Check out TruStage: https://www.trustage.com/

Jessica Austin Barker, 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: https://www.linkedin.com/in/jessica-austin-barker/ Check out TIAA: https://www.tiaa.org/public/   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 https://hubs.li/Q02rP_6z0 Critical Resourcing Decisions that Ensure the Success of Your PAS Modernization Project https://hubs.li/Q02rP_D10 The Reality Behind SaaS Policy Admin Vendor Claims. A Roadmap to Success https://hubs.li/Q02rP_Jf0

Host Anthony O’Donnell is joined by Mike Mead, 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: https://www.linkedin.com/in/mikemead/  Check out CNO Financial Group: https://www.cnoinc.com 

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: https://www.linkedin.com/in/santhoshkeshavan/  Connect with Jeff Donaldson: https://www.linkedin.com/in/jeffreydonaldson/  Connect with Deb Waters: https://www.linkedin.com/in/debbie-waters-41b90a1/  Connect with Ryan Downing: https://www.linkedin.com/in/cxcio/  Connect with Bill Pappas: https://www.linkedin.com/in/bill-pappas-9a35048/

Since 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/