Improving the Agent Experience through Digital Transformation

Kelly Coomer, CIO of Sammons Financial Group, shares the company’s focus on agent experience, its policy administration ‘heart transplant,’ and its ongoing cloud adoption.

This episode of the Life Accelerated podcast features Kelly Coomer, CIO of Sammons Financial. I was excited to hear Kelly speak about FAST policy administration project her team is undertaking, her “heart transplant” metaphor was dramatic in a way that our audience will understand. But I couldn’t help thinking that she spoke in the understated tones of the experienced surgeon. Kelly talks like an insurance CIO, but one that has serenely evaluated and begun to adopt technology following a solid diagnosis of the direction of both technology and the expectations of distributors and end-customers. That was evinced not only by the FAST initiative but also Sammons’ ongoing cloud adoption.

Coomer shares how a focus on product mindset is allowing her organization to achieve better alignment with between business and technology teams, which results in a clearer—and more efficient—path to improved capabilities for both agents and policyholders.

“The product mindset piece is really shifting the way we think about technology to be joint between someone tied to a business function and the technicians that support it,” Kelly comments. “When they work closely together and understand each other’s world collectively, the outcome is improved.”

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