Before COVID-19 became a reality, Aflac, the $23 billion insurance company, had embarked on a digital transformation. Launched in early 2019, “One Digital Aflac” would use technology to make it easier for customers to buy insurance, for the sales teams to sell into the marketplace, and for employees to deliver. “We built a whole portfolio around looking at our business from the customer lens,” says Rich Gilbert, senior vice president and chief digital information officer, who joined Aflac in January of last year.
To drive One Digital Aflac, Gilbert refocused the IT team away from data center optimization and data lakes, which were foundational but did not change the customer experience, to higher value capabilities. “We restructured our operating model to be customer-centric and brought our business and IT teams together to improve business services,” Gilbert says. “We even renamed our organization from IT to Digital Services to support the strategic shift.”
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