A Practical Approach to Digital Transformation

Jennifer King, Vice President of Customer Experience at Boston Mutual Life Insurance Company, founded its enterprise PMO, leads its digital transformation and is spearheading implementation of a new policy admin system.

Boston Mutual Life’s story began in 1891, and today the company is undergoing a digital transformation focused on developing a superior customer experience. In the past few years, Boston Mutual Life has journeyed towards a customer-centric culture that balances technology and human touch, and a crucial part of that has been building a scalable technology environment to enable and support growth.

In this episode of Life Accelerated, we speak with Jennifer King, Boston Mutual Life’s Vice President of Customer Experience, about the strategic imperatives facing Boston Mutual Life, the company’s ongoing digital transformation initiatives, and what those initiatives will mean for policyholders and associates.

Jennifer shares with us how insurance runs in her family, and how she prepared for her current role during a two-decade career focused on program and project management. She describes Boston Mutual Life’s transformation as being approached from three directions, having the right disciplines and people to accomplish the needed work, implementing new core systems and infrastructure, and ensuring the positioning of adequate internal resources to create and manage a new technology environment.

Our conversation with Jennifer was very interesting just as a story about a transformation effort that she’s leading, but it was especially interesting to hear that story from an enterprise project management perspective.

It was also gratifying to hear Jennifer affirm technology as a tool that emphasizes rather than obscures the human element. It was rewarding to hear her take on the importance of the human element of change management during a large transformation effort. Jennifer insists that Boston Mutual Life’s employees already serve as a kind of secret weapon for success, but she also takes very seriously the need to win their hearts and minds to the commitment of a technology transformation.

This podcast is created in partnership with Equisoft. Don’t miss an episode! Subscribe today at https://www.equisoft.com/life-accelerated-podcast.

 

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