Revolutionizing Insurance Operations with AI with Karen Leggett, Manulife

In this episode of Life Accelerated, host Anthony O’Donnell sits down with Karen Leggett, Global Chief Marketing Officer at Manulife, for an insightful look into how AI and digital transformation are reshaping the insurance landscape.

With a rich background spanning top leadership roles in banking and insurance, Karen shares how she’s leading a customer-centric revolution, integrating AI, advanced analytics, and innovative technology to enhance customer experiences and streamline operations.

Karen discusses Manulife's strategic approach to AI, sharing transformative projects like their internal AI tool, Chat MFC, which empowers employees across the organization to embrace AI for productivity and customer service. She also highlights pioneering initiatives like their behavioral insurance program and multi-cancer screening tool, showcasing how AI is not only improving operational efficiencies but also saving lives.

Listeners will gain a firsthand look at how Karen’s team has achieved significant milestones, from boosting customer satisfaction scores to transforming underwriting processes. This episode is a must for anyone interested in the future of insurance, AI integration, and leading a purpose-driven digital transformation.

Key Takeaways:

1. AI isn’t just about creating efficiencies through automation but building more personal connections with customers.

2. Establishing a value-driven, adaptable digital strategy enables companies to stay competitive and responsive in a rapidly evolving market.

3. Technology should support human activities that improve customers’ lives and companies’ bottom lines.

Jump Into the Conversation:
(00:00) Introduction of Karen Leggett, Global Chief Marketing Officer at Manulife
(02:15) Manulife’s innovative behavioral insurance program and its impact on customer health
(03:39) The power of AI to enhance customer experience and operational efficiency
(08:50) Striving to be the most digital customer-centric leader in the industry
(11:21) The strategic importance of AI and advanced analytics in Manulife’s operations
(18:56) Introduction of Chat MFC, Manulife’s internal AI tool, and its role in empowering employees
(25:43) Karen’s approach to fostering an adaptable, AI-ready workforce

Resources:
Connect with Karen Leggett: https://www.linkedin.com/in/leggettkaren/
Check out Manulife: https://www.manulife.com/