FWD INSURANCE
to automate our new business processes . We also conducted a number of digital experiments to beef up customer experience and our product line up ,” advises Umali .
“ We also have a number of digital experiments conducted jointly by FWD R & D team and Candela Labs that will disrupt the insurance business and obviously we cannot reveal them yet . However , I am excited to share that we are beta testing another innovative service for our CX team that utilises AI and deep learning algorithms that will complement our existing live chat service .”
DEVELOPING FASTER Technological transformation has also occurred on the non-customer facing side of FWD ’ s operations . “ Previously , the developers preferred to use old methods – the ‘ hammer and nail ’ approach ,” recalls Umali . “ They were using their own tools in their native and comfortable programming language , but it would take them a long time to build from scratch .”
Umali – a developer when he first entered the industry – set out to
“ Three years ago , we were nobody ; last year we were number 12 in the Philippines ”
ROGELIO ‘ NOOKY ’ UMALI , CTO
206 September 2017