Manulife Empowers Global Workforce with GenAI Capabilities and AI Integration

Manulife’s AI Transformation: Empowering Employees and Enhancing Customer Experiences

In a world where technology is rapidly evolving, companies are constantly seeking ways to innovate and stay ahead of the curve. Manulife, a leading financial services provider, has been at the forefront of this digital transformation journey, leveraging artificial intelligence (AI) to empower its workforce and enhance customer experiences.

With over 75 percent of its global workforce now engaged with its GenAI capabilities, Manulife is seeing tangible benefits from its AI initiatives. The introduction of ChatMFC, its proprietary GenAI assistant, has revolutionized the way employees work, allowing them to automate routine tasks and focus on strategic initiatives. This democratization effort to integrate AI into everyday workflows has not only increased efficiency but also fostered a culture of innovation within the organization.

Jodie Wallis, Global Chief Analytics Officer at Manulife, emphasizes the transformative power of AI, stating, “By equipping our teams with GenAI tools, we’re enabling them to work smarter, move faster, and make a bigger impact.” This commitment to AI-driven solutions is evident in the company’s multi-billion-dollar investment in a cloud-based data and AI platform, as well as its deployment of over 35 GenAI use cases across different regions.

Karen Leggett, Global Chief Marketing Officer at Manulife, underscores the strategic importance of AI in driving efficiency, fueling growth, and strengthening the company’s bottom line. By embedding AI at scale, Manulife is not only optimizing operations but also deepening customer relationships, improving advisor connections, and unlocking new revenue streams.

Moreover, Manulife’s commitment to responsible AI governance is commendable, with the company ensuring that its AI developments align with ethical, safety, and sustainability standards. Guided by their Responsible AI Principles, Manulife aims to foster trust and transparency in AI applications while delivering value to both employees and customers.

Looking ahead, Manulife is focused on deepening its use of AI-driven insights and enhancing personalization for its customers and advisors. With a threefold return on investment anticipated from its digital capabilities over the next five years, Manulife is poised for continued growth and success in the digital age.

In conclusion, Manulife’s AI transformation is not just about embracing cutting-edge technology but also about empowering its workforce, enhancing customer experiences, and driving sustainable growth. As AI continues to shape the future of work and business, Manulife’s commitment to responsible and scalable AI solutions sets a benchmark for other organizations to follow.