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:

1. Rushing into transformation without a solid data foundation creates unnecessary roadblocks.

2. A realistic, milestone-driven roadmap is essential for managing expectations and delivering long-term impact.

3. 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:

1. Transformations in the life insurance industry are long-term and continuous, requiring thoughtful planning and adaptability.

2. Modernizing legacy systems and achieving vendor independence are essential steps for carriers to stay competitive and responsive to market shifts.

3. 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:

1. AI isn't just about creating efficiencies through automation but building more personal connections with customers.

2. Establishing a value-driven, adaptable digital strategy enables companies to stay competitive and responsive in a rapidly evolving market.

3. 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:

1. Leveraging AI can streamline repetitive tasks, while drastically reducing costs and enhancing productivity and decision-making

2. Discovering practical steps to responsibly integrate AI into operations without compromising customer trust or regulatory compliance

3. 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:

1. Leveraging AI tools like GitHub and Power Apps, along with strong data governance and a data lake, enhances underwriting processes and customer satisfaction.

2. 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.

3. 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:

1. Build an innovation culture centered around solving customer problems rather than just business problems to foster innovation within the organization.

2. Use Agile and the Scaled Agile Framework (SAFe) to align business priorities with technology efforts to facilitate continuous communication and iterative improvements.

3. 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:

1. Leveraging digital technologies enhances efficiency and customer satisfaction, setting new industry standards through innovative practices and a commitment to transformation.

2. 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.

3. 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:

1. Simplifying the insurance process through technological innovations, such as developing comprehensive API suites, can significantly enhance customer satisfaction and improve conversion rates.

2. Securing strong senior leadership support is essential for overcoming organizational inertia and resource allocation challenges, ensuring successful digital transformation initiatives.

3. 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:

1. 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.

2. 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.

3. 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