Using High Tech to Scale High-Touch: Jeff Donaldson, SEVP, Mutual of America

Donaldson talks about the importance of culture for Mutual of America’s digital transformation strategy, which established six vital IT strategies paired with six guiding principles.

Founded in 1945, Mutual of America Financial Group is a Fortune 1000 company providing annuities and retirement products and services. The company has dedicated itself to helping its customers build and preserve assets, not only with innovative products for through high-touch personalized service. In 2017 the company embarked on the transformation initiative to scale its high-touch service through high tech. That’s where the guest of this episode of Life Accelerated comes in.

Jeff Donaldson, Senior Executive Vice President, Head of Technology, and Chief Digital Officer at Mutual of America shares with us how the company identified four core areas crucial to that transformation: its core record-keeping system, CRM capabilities, new data management capabilities and artificial intelligence to improve both management of risk and customer experience. Jeff also details Mutual of America’s Route 66 strategy, which consists of six vital IT strategies, paired with six guiding principles.

One of the highlights of Jeff’s commentary was his answer to one of the big questions Life Accelerated listeners have; How do you start a digital transformation? He was also emphatic on the importance of technology as a tool for business transformation, and how any efforts to leverage technology successfully come down to the culture of an organization.

That principle was reflected in how Jeff describes the influence of the sixth guiding principle of the route 66 strategy—which is to make innovation part of the company’s DNA. By doing that, he says, Mutual of America will stay competitive by constantly evaluating new and innovative technology.

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