BTOES Insights Official
By
March 26, 2019

2019 AWARD FINALIST SPOTLIGHT: Virgil Miller , Aflac - Finalist in Operational Excellence Outstanding Leader of the Year Award Category

 

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.

 

Aflac logo - hi res

  

 

pillar%20page%20line%201

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.

Virgil Miller -PHOTO-

 

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.

 Copy of Provide an Excellent Customer Experience with the perfect Mobile Customer Journey. (24)

The team identified three key objects:

  • Understand the target consumer better than anyone else;
  • Create the right solutions for the right customers;
  • Provide Aflac’s customers with an effortless service experience 24/7 on device-agnostic platforms.

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:

  • Harness digital to enhance customer experiences and exceed expectations.
  • Seamlessly integrate channels across sales and service.
  • Reduce effort for customers when interacting with Aflac.

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.  

 

pillar%20page%20line%201

About the Awards

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™

 

pillar%20page%20line%201

BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry (BTOES19). March 18-22, 2019, Loews Portofino Bay Hotel at Universal Orlando Resort®

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 Awardswhich 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.

 

Quick Links

Speakers

Agenda

BTOES19 Awards

 

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,

Click here to schedule a call. 


Download the most comprehensive OpEx Resport in the Industry

The Largest Leadership-Level Business Transformation & Operational Excellence Event

The Business Transformation & Operational Excellence Industry Awards

Welcome to BTOES Insights, the content portal for Business Transformation & Operational Excellence opinions, reports & news.

------------------------------ 

EXCLUSIVE SERIES: BTOES17 VIDEO PRESENTATIONS

Full-length speaking sessions from the Business Transformation & Operational Excellence World Summit, accompanied by featured articles from the Speakers themselves.

WATCH NOW

-------------------------------

Submit an Article

Become a Regular Contributor

504x672
AWARD 2019-1
Copy of Copy of btoes19
Subscribe to Business Transformation & Operational Excellence Insights Now
btoes19.png
png
certificate
png
btoes19healthcare
png
3-30
png
Copy of Copy of btoes19 (1)
png

Featured Content

  • Best Achievement of Operational Excellence in Technology & Communications: IBM
  • Best Achievement of Operational Excellence in Oil & Gas, Power & Utilities: Black & Veatch
  • Best Achievement in Cultural Transformation to deliver a high performing Operational Excellence culture: NextEra Energy
   
Operational Excellence Frameworks and Learning Resources, Customer Experience, Digital Transformation and more introductions
  • Intelligent BPM Systems: Impact & Opportunity
  • Surviving_the_IT_Talent_deficit.png
  • Six Sigma's Best Kept Secret: Motorola & The Malcolm Baldrige Awards
  • The Value-Switch for Digitalization Initiatives: Business Process Management
  • Process of Process Management: Strategy Execution in a Digital World

Popular Tags

Operational Excellence Business Transformation Business Improvement Process Management Continuous Improvement Business Excellence Process Optimization process excellence Process Improvement Leadership Premium Enterprise Excellence Change Management Lean Lean Enterprise Execution Excellence Organizational Excellence Lean Six Sigma BTOES18 Capability Excellence Culture Transformation Changing & Improving Company Culture New Technologies end-to-end Business Transformation Agile Execution & Sustaining OpEx Projects Lack of/Need for Resources Leadership Understanding & Buy-In Adapting to Business Trends Changing Customer Demands Failure to Innovate Integrating CI Methodologies Lack of/Need for Skilled Workers Lack of/Need for Support from Employees Maintaining key Priorities Relationships Between Departments Digital Transformation Healthcare and Medical Devices Culture Customer Experience Exclusive BTOES HEALTH BTOES Video Presentations Technology Strategy Execution Innovation Process Automation Report Manufacturing BPM Lean Manufacturing Agility Systems Engineering Process Design Awards Healthcare BTOES Presentation Slides Insurance value creation thought leaders Robotic Process Automation innovation execution Customer Experience Excellence data management Professional Services Banking and Capital Markets Data Analytics digital operations White Paper BTOES19 Consumer Products & Retail Operational Excellence Model Project Management Artificial Intelligence Automotive and Transportation Digital business expansion revenue growth Interview Operational Excellence Example investment banking Lean Culture NPS Net Promoter Score Six Sigma Data Frameworks Hoshin Planning Learning organization Pharmaceuticals & Life Sciences Primary Measure of succes Workplace Analytics business process automation transformation journey BTOES17 Business Growth Client Feedback Strategy Communication Denial Management Education HealthcareTechnologies Hospitality & Construction Human Centered Design Innovation in Healthcare Integrated Decision Approach Integrated Decision Making Kaizen Oil and Gas Pharmaceuticals and Life Sciences Supply Chain Management Telecommunications Text Mining eHealth master text analytics virtual resource management Announcement BTOES18 Award Winners BTOES18 Awards Communications Infographic Jidoka Learning Resource Oil & Gas Recruitment Team The FAST lane