Read this article about Lincoln Financial Group, one of our finalists, in the category Best Achievement in Operational Excellence to deliver an Outstanding Customer Experience Excellence, selected by the independent judging panel, for the 2020 Business Transformation & Operational Excellence Industry Awards program.

Lincoln Financial Group provides retirement, insurance and wealth protection products to more than 17 million customers. As the organization strove to meet the changing needs of its customers and distribution partners, it faced a timely challenge: The platform underlying its secure websites, Web Logic Portal, which supported 1.5 million registered users who visited over 1 million times per month, was nearing the end of its supported life. This platform also presented challenges in its stability, speed, and performance—endangering key relationships with Lincoln’s producers and hindering their ability to best serve clients.

To improve customer outcomes now and in the future, Lincoln’s IT organization engaged in a 20-month initiative to move all secure websites to the Web Center Sites platform. Undertaking a project of this scale required not just the largest Agile initiative ever attempted across Lincoln’s Omnichannel Information Technology Enterprise Solutions organization, but also deep participation and partnership from business stakeholders. The existing Web Logic Portal supported 107 applications, including the critical Book of Business, Pending Business, and Commissions applications used by financial professionals to execute business on a daily basis.

It took six Agile teams and two deployment teams drawn from the organization’s top talent, an intensely iterative process, and a laser focus on user experience governance. After 20 months, the benefits for key users such as consumers, current and prospective financial professional partners and plan sponsors were clear:

• Pages loaded over 100% faster
• A site look and feel in line with our public website, lfg.com, furthering our consistent brand experience
• Easy-to-use navigation
• Better search capability
• Improved Contact Us functionality
• A simple Favorites feature to enable a customized user workflow
• Improved accessibility to meet ADA standards
• Greater security through multi-factor authentication with voice, text and email options

Most impactful was the addition of continuous improvement capabilities. As the organization passionately pursued its DevOps journey, it offered internal partners continuous delivery to production with zero downtime for customers. Not only did the team successfully implement a next-generation platform aligned to Lincoln’s strategic goals, but it built deeper relationships with its business partners for the future.   

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 will be announced at the Awards Ceremony at The Business Transformation & Operational Excellence World Awards (BTOES) on Wednesday, March 25th, 2020, 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 Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2020 in the beautiful Venetian Ballroom on March 25, 2020 at the Loews Portofino Bay Hotel at Universal Orlando™️. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

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

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.

Quick Links

Speakers

Agenda

BTOES 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.