Digital Transformation and Health & Wellness Journey
Wong Sze Keed Chief Executive Officer, AIA Singapore
Our commitment to a bold transformation of our customer experiences driven by our step change in
TDA is already delivering impressive results and superior customer experiences. TDA enables us to
provide a more efficient, convenient, engaging and highly-personalised service. And as we continue to
drive forward with our transformation, everything we do is guided by our three principles of simplicity,
timeliness and reliability.
Xiao Bang - AIA China's Al Personal Assistant
Thank you. Goodbye.
Lee Yuan Siong - Group Chief Executive and President
Today we have demonstrated how a step change in TDA is helping us to accelerate delivery of our key
strategic priorities. As we further scale our unrivalled distribution across Asia, TDA supports us to
increase productivity and create significant new growth opportunities through digital-led models at pace.
We are future proofing our industry leading Premier Agency with intelligent digital tools across the entire
value chain and continuously driving up quality. Our Next-Gen Agency Leaders can recruit, train and
actively manage increasing numbers of new agents supported by data analytics and real-time
performance management. We boost agent productivity with digitally-sourced leads, and a more
personalised needs-based advice process for customers. The combination of TDA and our high-quality
professional Premier Agents ensures that our platform remains differentiated from the rest of the
industry, as we drive increased scale and value of new business.
Powered by TDA we are able to seamlessly connect with our traditional and non-traditional partners
and offer a consistent and integrated digital experience. Customers can choose how to interact with us
from fully digital to remote-assisted and face-to-face. We are driving greater productivity improvements
through higher customer engagement and sales conversion rates.
Digital-led models help us reach entirely new customer bases that we monetise through increased share
of wallet. And increasingly rich customer data enables actionable insights for our distribution to drive
repeat sales and increase customer lifetime value.
Our investments in TDA enable us to provide innovative and personalised Health and Wellness journeys.
AIA Vitality is the core engine for daily engagements that are delivering better shared value outcomes.
And higher customer engagement drives improved persistency, claims experience, risk management
and value of new business.
Digital tools, greater automation and analytics are transforming our Customer Experience leading to
enhanced operational efficiencies. Our Al-enabled claims processes result in higher accuracy and faster
payments. While automation and Al achieves more personalised and consistent customer service,
driving higher engagement and retention.
In summary, our significant and targeted investments are transforming every aspect of our business,
with best-in-class tools and capabilities driving higher productivity, increased customer loyalty, better
risk management and greater efficiencies. TDA is at the heart of our clear and ambitious strategy which
I am confident will achieve our purpose of helping millions of people live Healthier, Longer, Better Lives,
while delivering profitable growth and shareholder value well into the future.
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