The insurance and wealth management industry is on the cusp of significant, disruptive change. This is due to a perfect storm of emerging business challenges. Accelerating technological advances have led to increased competition from new product offerings and businesses entering the market. At the same time, financial professionals and consumers expect more from the organizations they do business with. It’s no longer enough for businesses to have a great product. They also need to be able to deliver seamless, personalized experiences.

Faced with this new reality, Pacific Life Insurance Company started a transformational journey to digitize its business, enhance customer experiences and drive operational excellence. A key challenge being addressed is the need for a unified platform to improve visibility over customer interactions across the company’s U.S. retail businesses.