Modern problems necessitate modern solutions, which is why AIA Philippines is constantly evolving to meet its customers' needs.
AIA Philippines innovates and develops solutions to bring ease and convenience to the ecosystems it serves through its innovation lab, the company's framework of innovation that encompasses its workforce, ecosystem, and culture, as a testament to its commitment to continuously improve its services. It enables employees, regardless of tenure, age, position, or gender, to be at the forefront of change. It is a catalyst that enables AIA Philippines to continuously transform.
AIA Philippines' most recent programs focus on making an impact and transforming the way they do business, assisting them in fulfilling their services and making them easily accessible to customers through innovation and technology.
Moving old processes into digital technologies is what digitalization is all about. Its goals include enabling automation, improving data quality, and gathering and organizing all that data so we can use cutting-edge technology, including better and smarter software. Digitalization results in improved business operations for both the individual company and the network of connected enterprises, as well as higher process efficiency, lower transaction costs, and cheaper operating costs.
Any organization's success is greatly influenced by innovation, which is why AIA Philippines is intensifying its efforts to enhance and develop new platforms that will be used by its employees and clients.
“Innovation will be the lifeblood of any industry – as an example, progress in InsurTech and FinTech are already changing the life insurance landscape in terms of product development and how these are served to customers,” AIA Philippines Chief Technology Officer Noel Mendoza said. “As part of AIA and customers of AIA, we just have to look at our own experiences and see how the companies around us have started to adapt to the changing needs and realities in our market.”
Technology is not the only aspect of innovation. Additionally, innovation and pertinent insights from any business's clients are important.
The Innovation Lab, AIA’s ways of working across technology, digital and analytics projects, has paved the way for various game-changing projects, including the AYA chatbot for AIA Philippines, the Bessy chatbot for BPI AIA, and workflow protocols which have revolutionized the company’s ability to provide its customers with convenient access to the products and services through the company’s website, as well as give its financial advisors efficient tools that help them with their work such as the iPoS, iServe and iRecruit platforms.
AIA Philippines’ Innovation Lab is part of its efforts to provide revolutionary holistic solutions to benefit its people and customers and eventually, more Filipinos. The program aims to use technology to support the shift of insurance to become more personalized and humanized.
These innovations were shown to us when they invited us to their office during the AIA Philippines' Digitalization 2022 Media Workshop so that we could get a better preview and quick guide to what is going on inside the Innovation Lab.
All projects conceived by AIA's innovation team are subjected to extensive research and development using human-centered design principles to ensure that the brand's website, apps, or internal programs are user friendly.
Ideas are first borne in the assessment phase where the team determines if the project falls under AIA Philippines’ three pillars–viability, desirability, and feasibility.
In the Design and Test phase, the team tests and continuously improves each prototype to know the best way forward before investing heavily.
In the final stage, Operationalize and Improve, these projects are fine-tuned to produce the best output possible. These phases ensure that all the solutions created by AIA Philippines are relevant, easy to use, and will provide better service to customers.
Kelvin Ang, AIA Philippines Chief Executive Officer, stated in closing: “Technology, Digital and Analytics (or TDA as we call it) are at the backbone of our strategies at AIA Philippines, and as such, requires us to make innovation deeply rooted in our culture as an organization. As TDA continues to permeate the various aspects of our business, it will be the enabler that will help us bring to life our Purpose of helping more Filipinos live Healthier, Longer, Better Lives.”