MANULIFE VIETNAM
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“Transformation isn ’ t simply about applying new technology . It ’ s more about shifting peoples ’ mindsets so that you make change and innovation the new normal ”
— Kevin Kwon , COO , Manulife
Based out of Vietnam , Kwon embarked on his own digital and cultural transformation , driven by a shift in focus from conventional methods of doing business – which he describes as manual and involving “ paperwork from end to end ” – to a seamless digital customer experience .
Creating that experience has been a significant journey for the company , as Kwon explains . “ In the past , life insurance has seen a lack of automation and digital technologies , which really sharpened our shift in direction . At the same time , if you ’ re going to make such a large digital transformation , you have to do it right . The most important step , from a technology point of view , was establishing a target architecture that enables a seamless data flow from one end to another and provides our customers with a full end-to-end solution . All the time we were driven by improving the customer experience .
“ One of the unique things about our story is that there is this technology piece that ’ s focused on innovation , but there is also a wider change management story whereby our
SEPTEMBER 2019