A Practical Approach to Digital Transformation with Jennifer King, VP of Customer Experience at Boston Mutual

Life Accelerated

Feb 14 2024 • 24 mins

Since the late 1800s, Boston Mutual Life Insurance has transitioned from a service-focused to a customer-care-driven team, emphasizing the importance of balancing technology and human touch in the digital transformation journey.

Jennifer King, Vice President of Customer Experience at Boston Mutual, is at the helm of Boston Mutual's digital transformation effort. She speaks with Life Accelerated about how she has spearheaded the alignment of technology, customer experience, and operational excellence in the life insurance industry.

This episode is a must-listen for anyone looking to accelerate their organization's journey toward a digital future.

Key Takeaways:

  • Understand the importance of aligning digital transformation with customer needs, industry standards, and employee capabilities.
  • Learn the significance of insourcing core capabilities to drive competitive differentiation and have control over technology, processes, and customer service.
  • Gain insights on winning employees' hearts and the impact on customer-centric culture.


[00:00] Introduction to the episode

[00:17] The history of Boston Mutual Life Insurance Company

[02:20] Jennifer’s 44 years of insurance experience and background in management

[03:15] Leading strategic transformation and fostering a customer-centric culture

[06:29] Transforming disciplines, legacy systems, and resources

[11:12] Modernizing systems crucial for customer care efficiency

[14:47] Selecting and preparing a new core system process

[19:31] Digital transformation for efficient scaling and updates

[21:44] Balancing automation with a human touch

[24:07] Maintaining a change mindset with agility for the future

[25:57] Closing


Connect with Jennifer on LinkedIn: https://www.linkedin.com/in/jennifer-king-63b4893/

Learn more about Boston Mutual: https://www.bostonmutual.com/