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Aflac: Creating the "Workforce of the Future"

Hear how Aflac improved the efficiency of its sales organization by leveraging the right tools to empower its workforce.

Learn more about how automation helps front and back office employees become more efficient.

Watch the full PegaWorld 2018 Keynote to learn more about Aflac's work to empower current and future leaders of its IT organization.


We went through a whole transformation in our culture. Transformation is not just about transforming technology. It's about transforming the process. Transforming technology is a component and so is transforming the people. How do we deal with the fact that our environment, particularly our regulatory environment is changing faster than we can keep up with? We've seen more changes in the last 10 years than we've seen in the last 60. We also have to recognize that not only is the regulatory environment changing, the customer's expectations are changing.

There's a need for a speed to market. Insurance products seem like they're the same products that they were 60 years ago. Well, that whole market is changed and the way in which we sell has completely changed. Which means we have to look at different technology to facilitate that speed to market. Now the proposal process that we used to have when we would work with our brokers, was our sales agents would develop multiple sets of proposals for each broker.

Each broker would have a different combination of products, a different combination of prices. Can you imagine how this was done in Excel spreadsheets? They had boxes of files that they kept, that they'd ride around in their car with, and see which one did I pull out to negotiate and sell. It was a nightmare to manage. Well, we leveraged Pega and developed a tool that helped automate a lot of that, track a lot of different versioning and controls. And provide better integration to our policy admin system so that we could automatically feed the information between the proposal system and the policy admin system. In order to drive more efficiency and more quality control over the whole process.

We watched that cycle time go from weeks to minutes. We watched the approval ratings for our, between our sales organization and our processing organization, operations organization, go way up. We got really strong feedback from our customers. This is an outstanding example of what you can do when you think outside the box.


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