MANULIFE VIETNAM
Manulife ’ s Chief Operations Officer Kevin Kwon explains how digital innovation is transforming the customer experience
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T ransformation isn ’ t simply about applying new technology ,” says Kevin Kwon , Chief Operating Officer at financial services company Manulife Vietnam . “ Technology , of course , is a major enabler of any transformation , but it ’ s more about shifting people ’ s mindsets so that you make change and innovation the new normal . That ’ s when transformation can become really powerful .”
Since joining Manulife , a Canadian life insurance company that operates in North America and 12 markets across Asia , transformation has been Kwon ’ s focus . It ’ s also been the focus of Manulife globally , with the company on a mission to transform itself and the industry in the process .
Driving this transformation is Manulife ’ s focus on improving the customer experience , an embrace of digital innovation and operational efficiency , and building an internal culture that drives this change . At the heart of this transformation is a focus on making decisions easier and lives better for both customers and employees .
SEPTEMBER 2019