NORTH CAROLINA: Global insurance company MetLife is undergoing a company-wide digital transformation led by Martin Lippert, head of MetLife's Global Technology & Operations organisation.
One of the firm's current major initiatives is to become more digital, Malene Haxholdt, VP of enterprise analytics at MetLife, told V3 at a SAS Global Forum media event in North Carolina.
Haxholdt said that becoming digital will allow the company to provide a more seamless experience to customers.
"Perhaps even calling a call centre is old fashioned. If you have questions you should be able to do that through a smartphone or through the website if you want to," she said.
She added that all of these ways of contacting the company, including social media, need to be integrated.
"We still have work to do to give our customers easy access and be relevant in the digital space, as we're used to having face-to-face interaction," Haxholdt said.
She explained that, while the agenda is being driven by MetLife's entire executive leadership team, rather than by a chief digital officer (CDO) alone, Lippert is leading the transformation.
Haxholdt and the analytics team are focusing on how to measure the success of digital initiatives. She emphasised that every department will be a part of the transformation.
Siemens customer solutions CEO Dr Norbert Gaus said at Teradata Universe 2016 in Hamburg yesterday that digital transformation will not succeed unless it is carried out by every department and process in an organisation.
He said that digital transformation "cannot be the task of a corporate department", and that the message needs to be fed down to relevant departments to start seeing a true return on investment in digital spending.
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Correction: This article initially stated that the digital transformation was being led by MetLife's CMO Esther Lee. However, MetLife have clarified that this isn't the case.
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