Revolutionizing Insurance Operations with AI with Karen Leggett, Manulife
In this episode of the Life Accelerated podcast, we’re joined by Karen Leggett Global Chief Marketing Officer at Manulife , to explore how the company is leading a customer-centric revolution. Manulife is harnessing AI, advanced analytics, and cutting-edge technology to elevate customer experiences and streamline operations. Karen delves into Manulife's strategic AI initiatives, highlighting transformative projects like Chat MFC—an internal AI tool empowering employees across the organization to leverage AI for enhanced productivity and customer service.
About Manulife ?
Manulife, also known as John Hancock in the U.S.,?is a leading international financial services provider, dedicated to helping clients make decisions easier and lives better. With a focus on innovation, the company leverages advanced technology and analytics to enhance customer experiences across insurance, wealth, and asset management solutions.??
3 key pillars of this episode:???
Redefining Insurance with Health-Focused Innovation?
Manulife is transforming the traditional insurance model, moving beyond coverage to actively support customers in leading healthier, longer lives.?
By prioritizing health and longevity, Manulife has introduced behavior-focused programs like Vitality in North America and in Asia, offering personalized resources to improve well-being, from sleep and nutrition to exercise and preventive care. Through partnerships with cutting-edge health tech companies like Grail, Manulife also provides access to advanced tools like the Galleri Test, a groundbreaking early-detection blood test that can identify multiple cancers at treatable stages. ?
How a Leader-Led Strategy is Transforming Operations with AI and Human-Centered Innovation?
Manulife’s disciplined, leader-driven approach to AI integration is supported by senior leadership, including the CEO, and focuses on prioritizing high-value, scalable, and reusable use cases. The strategy emphasizes reimagining workflows holistically, rather than adopting isolated solutions, to drive sustainable impact.?
This approach combines the transformative power of AI and generative AI with traditional machine learning, automation, and human involvement, ensuring lasting results. By orchestrating AI efforts in this comprehensive, value-driven manner, Manulife is setting a new standard for AI integration in the industry.?
How a Custom Gen AI Tool is Transforming Employee and Sales Enablement?
Through the implementation of an internal Gen AI tool, ChatMFC, Manulife has enhanced employee productivity and enabled business transformation across its global workforce. Launched in April, ChatMFC is a fully data-protected, permission-based version of ChatGPT that is accessible to all 38,000 employees worldwide. ?
ChatMFC is transforming employee and sales enablement at Manulife by empowering staff with AI-driven tools to streamline daily tasks and enhance client interactions. For employees, ChatMFC facilitates productivity by providing efficient solutions for document summarization, translation, and content creation. In sales enablement, ChatMFC is used to analyze client data—both internal and external—to identify personalized opportunities for engagement. Sales agents receive tailored prompts on potential client needs, enabling them to craft customized communications that reflect their relationship with each client, whether formal or casual. ?
Conclusion ?
This episode of the Life Accelerated podcast highlights how AI can drive meaningful impact—enabling employees, transforming client interactions, and ultimately supporting Manulife’s mission to make decisions easier and lives better for their clients worldwide. ?
By focusing on customer-centric solutions and a leader-driven approach to digital transformation, Manulife is setting a new standard in the financial services industry. Their integration of AI, through tools like ChatMFC and other innovative initiatives, is both enhancing internal productivity and redefining the client experience.?