Read this article about Aflac, one of our finalists, in the category Operational Excellence Outstanding Leader of the Year Award, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.
For more than six decades, Aflac insurance policies have given policyholders the opportunity to focus on recovery, not financial stress. In the United States, Aflac is the leader in voluntary insurance sales at the worksite. When a policyholder gets sick or hurt, Aflac pays cash benefits fast.
Customers are at the heart of Aflac’s business. Virgil Miller, executive vice president and chief operations officer (COO) of Aflac U.S. and president of Aflac Group, wanted to build upon Aflac’s strong customer service reputation. Doing so required driving operational excellence across the entire customer journey, ensuring the customer is at the center of all decisions.
The team identified three key objects:
Virgil and his team of more than 3,400 employees across four teams – Innovation, Customer Experience, IT and the Transformation Office – along with various third-party vendors focused on developing and implementing digital solutions to improve Aflac’s customer-facing technologies and processes. The team focused on three key areas:
To be successful, Virgil sought to instill a culture of innovation. He did this by motivating the team to have a customer mindset, asking questions like “How does this impact the customer?” He encouraged everyone to be a customer advocate, reminding them that if Aflac doesn’t change to accommodate customers, others will. Lastly, he aligned the team’s processes and goals to the customer experience (CX) strategy.
Under Virgil, Aflac released new online and mobile features, including the launch of a mobile claims app that allows customers to file claims from their mobile device for easy submission, made customer product updates and improvements to the sales teams’ tools. This has resulted in in a more seamless customer experience, higher rates of customer satisfaction and retention, and greater profitability. For instance, customer metrics such as overall customer ease were up 7 points; overall customer satisfaction, up 8 points; and customer’s likeliness to recommend, up 7 points. Within his first six months of taking on leadership of Aflac Group, Virgil moved the profit margin from -2% to 5.3%, and then to 8% (a 10 PPT improvement), even while absorbing the cost of the Aflac Transformation team’s efforts and launching new technology systems. Tracking against their future customer journey map, Virgil and the Aflac team continues to innovate and transform the customer experience, regularly launching new customer service features and enhancements.
The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.
The winners for all categories and for The Platinum Awards will be announced at The Business Transformation & Operational Excellence Summit & Industry Awards on Wednesday March 20th, 2019, from 6.30pm, in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort®.
The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.
The 2019 Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit on March 20, 2019 in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando™
BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.
It also hosts the Business Transformation & Operational Excellence Awards, which showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.
The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.
With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.
There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.
The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including
All-day Refreshment & Themed Breaks
1¼ Hour Hot Breakfast Networking Sessions
1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables
1½ Hour Roundtable Sessions by Topic & Industry Sector.
Keynote & Themes Panel Sessions
Hosted Welcome Receptions from 5.30pm
Expanded more lavish Awards Program
Newly launched Night Summit for attendees to meet after dinner
For more information or to discuss the summit in more detail please schedule a call below,
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