July 6, 2017
The HR Department, under the leadership of Nicolas Palau, also put its staff to the test: their teamwork task was to represent the different experiences of the day in a diagram, and then present not only the experiences they most enjoyed but, above all, the impact of the digital transformation on the activities of life-assurance company. The exercise concluded with ten teams successively defining the next challenges for OneLife before a jury empanelling the members of the Executive Committee (Marc Stevens, Laurence Parison, Wim Dieryck, Eric Lippert, Cédric Lootvoet, Antonio Corpas), with 2 minutes’ pitch time each. Contributors highlighted the importance of communication and information, the arrival of the electronic signature or the value added by applications and virtual reality. However, the members of the jury were swayed by the human aspect and customer orientation argued by Nathalie Calabrese’s team.
Digital technology to improve the experience of and service to clients, partners and staff
The day after the victory, their testimony was given by the members of the team picked as the winner of the pitch session arguing the impact of digital technology on OneLife’s activities, and projecting the future challenges. The winning team was composed of Nathalie Calabrese, Anna Bertini, Liana Aghabekyan, Steven Cooney, Judith Hooker, Valérie Harm, Pierre Derupty, Melissa Fety, Philippe Polydore and Michael Hodges.
“In the case of OneLife, the chief benefit of digital will be enabling us to meet clients’ requests more quickly – and even virtually instantaneously – and efficiently. Our life-assurance company is clearly customer-oriented,” began Nathalie Calabrese. Doubtless, these Digital Days were designed to introduce all the staff at OneLife to the new digital practices and trends, yet we have already come a long way. As recalled by Liana Aghabekyan, the insurer is currently engaged in incorporating digital-signature technology, and is collaborating with the Luxembourg RegTech KYCTech, in close coordination with the Compliance & Risk Department, to facilitate the registration process for policyholders. “Last year, we also launched a mobile application. And for 25 years, we have been using Yoya,” she remarked, pointing to OneLife’s long-standing determination to feature among the pioneers of innovation in the Grand Duchy of Luxembourg.
Nathalie Calabrese also stressed the importance of the human aspect, the argument which had won over the members of the jury: “These technologies greatly increase the opportunities for interaction and communication with our partners and clients, but also internally with our colleagues. They embody genuine value added and make life easier for staff. However, a human vision is necessary for integrating them and for their optimum use”. Humans and technologies complement each other, as pointed out by Liana Aghabekyan. “These tools give us new options for interaction and exchanges,” endorsed Steven Cooney. Philippe Polydore emphasised, for his part, that these technologies in process of integration will increase process reliability at OneLife, while also highlighting the “paperless” aspect of the electronic signature.
All members of the team brought together on the occasion of these Digital Days agreed on the fast paced at which businesses are transforming, hence the need not to miss the digitalisation train. “These two days have imparted a healthy momentum and have given us a practical view of the potential for harnessing these technologies to OneLife’s business,” was the team’s unanimous verdict.
