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“ It is a challenge , but it ’ s also an opportunity ,” Kwon states . “ As a result of our digital transformation , we are working with our training academy offer better career paths , to provide opportunities to upskill and retrain , and to be successful within Manulife , all while improving the experience for our customers . Often , people think a digital transformation is simply about reducing costs or streamlining . There are far greater benefits than that ”. With the fundamental building blocks of Manulife ’ s transformation now in place , Kwon hopes to continue to focus on managing change for the foreseeable future . It is , he says , an ongoing process that involves : “ making sure we have the right training programmes in place , that we have the right content and are communicating it in the most effective manner . It ’ s a journey that never stops , but our ultimate bold ambition is to transform and become the most digital customercentric market leader in our industry .
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