Connectivity Initiatives That Create Seamless Digital Integration with Dora Clements, Unum

In this episode of the Life Accelerated podcast, we are joined by Dora Clements , Senior Vice President of Transformation at Unum . With an extensive background in operational strategy and technology integration, Dora offers insights on how traditional insurance practices can be seamlessly merged with cutting-edge digital solutions to enhance efficiency and deliver a superior customer experience.?

Watch the full podcast episode.

About Unum??

Unum is a Fortune 500 company with a remarkable 175-year history, offers a wide range of insurance products including disability, life, accident, and critical illness coverage.??

3 Key Pillars of this Episode????

1. The three-legged stool model??

Unum's three-legged stool model facilitates communication between business and technical teams by establishing three essential pillars: operations, technical partners, and change or transformation teams.?

• Operations Teams: These are the leaders and teams responsible for running the day-to-day business. They have a deep understanding of business processes and customer needs.?

• Technical Partners: This group consists of software developers and traditional IT staff. They bring technical expertise to develop and implement solutions.?

• Change or Transformation Teams: Also known as product management teams, they act as the voice of the customer. This group includes product owners, operational readiness experts, and those responsible for building business cases and tracking value.?

In this episode, Dora Clements reveals how this model enhances collaboration between the business and technical teams, ensuring that solutions are well-rounded and effectively meet customer needs.??

Find out more about how this approach helps drive efficiency and superior customer experiences here. ?

2. Unum’s self-service portals?

Unum's self-service portals cater to both employer clients and end users of their benefits. These portals are designed to streamline the administration of benefits sold, making it easier for employers to manage and for employees to access their benefits.?

Dora elaborates on how Unum developed its self-service portals. She discusses the process and methodology employed, including various user testing methods, to ensure the final product is aligned with the needs and preferences of its users.?

3. Unum's focus on data integrity?

Data is important to Unum because it underpins their ability to deliver reliable and efficient services, despite the challenges posed by their long history of mergers, acquisitions, and diverse legacy systems. Unum recognizes that having data spread across their enterprise can hinder their agility and their ability to deliver new capabilities swiftly.?

To address these challenges, they are focusing on robust data scraping and cleansing processes to maintain data accuracy. They actively engage with customers to update and verify their data, ensuring that it remains current and reliable. This meticulous approach is crucial as they prepare to roll out new digital solutions, where any inaccuracies could directly impact customer experience and trust.?

During the podcast, Dora discusses Unum's strategic investment in modernizing their data architecture. She details their phased approach to data cleansing, highlighting its role in enabling real-time analytics both internally and for their customers.?

Conclusion?

In this episode of the Life Accelerated podcast, Dora Clements, Senior Vice President of Transformation at Unum, reveals how traditional insurance practices are evolving through innovative digital solutions. Dora highlights Unum's digital transformation journey, showcasing their innovative strategies including advanced self-service portals, real-time customer satisfaction analytics, and commitment to data integrity & responsible AI adoption.?

To explore how Unum navigates digital transformation and enhances customer experiences, listen to the full podcast episode here .?