AGILITY UNLEASHED: TRANSFORMING CULTURE AT SCALE IN AIA MALAYSIA
AIA BHD.
AGILITY UNLEASHED: TRANSFORMING CULTURE AT SCALE IN AIA MALAYSIA
AIA BHD.
Back to Hall of Fame
AIA Malaysia took a bold move by adopting Agile ways of working in 2021. Their enterprise-wide Agile transformation has been instrumental in driving innovation and enabling faster response to market changes, fostering a culture of cross-functional teamwork.
This shift to Agility reflects AIA’s unwavering commitment to deliver exceptional experiences for customers and stakeholders in today’s digital-first world. By embracing the iterative nature of being Agile, AIA continuously refines its product design, services, and customer engagement strategies to adapt to technological advancements and evolving market dynamics.
Guided by the company’s mission to help people live HEALTHIER, LONGER, BETTER LIVES as a North Star, the company revolves and evolves around its customers’ needs. By being Agile, AIA Malaysia remains at the forefront of delivering transformative solutions that enrich the lives of its customers.
Highlights
- AIA’s exclusive campaigns and products help customers to review their financial health and empower them to secure their futures.
- With upgraded features, the AIA+ app has recorded over 1.7 million registered users and 591,000 monthly active users, achieving a remarkable improvement in app store ratings from 2.3 to 4.6 stars.
- Streamlined processes and shorter turnaround times have positioned AIA Malaysia as the top-rated insurer for Net Promoter Score (NPS) for three consecutive years (2022-2024).
- AI Talk Bots have transformed customer engagement, handling 3,000+ daily calls and enabling 79% of payments to be completed within 24 hours.
- As the first insurer in Malaysia to introduce AI Interview on the AIA Recruiter platform, AIA has revolutionized the recruitment process by efficiently screening and hiring high-quality agents.
View Website
Back to Hall of Fame
AIA Malaysia took a bold move by adopting Agile ways of working in 2021. Their enterprise-wide Agile transformation has been instrumental in driving innovation and enabling faster response to market changes, fostering a culture of cross-functional teamwork.
This shift to Agility reflects AIA’s unwavering commitment to deliver exceptional experiences for customers and stakeholders in today’s digital-first world. By embracing the iterative nature of being Agile, AIA continuously refines its product design, services, and customer engagement strategies to adapt to technological advancements and evolving market dynamics.
Guided by the company’s mission to help people live HEALTHIER, LONGER, BETTER LIVES as a North Star, the company revolves and evolves around its customers’ needs. By being Agile, AIA Malaysia remains at the forefront of delivering transformative solutions that enrich the lives of its customers.
Highlights
- AIA’s exclusive campaigns and products help customers to review their financial health and empower them to secure their futures.
- With upgraded features, the AIA+ app has recorded over 1.7 million registered users and 591,000 monthly active users, achieving a remarkable improvement in app store ratings from 2.3 to 4.6 stars.
- Streamlined processes and shorter turnaround times have positioned AIA Malaysia as the top-rated insurer for Net Promoter Score (NPS) for three consecutive years (2022-2024).
- AI Talk Bots have transformed customer engagement, handling 3,000+ daily calls and enabling 79% of payments to be completed within 24 hours.
- As the first insurer in Malaysia to introduce AI Interview on the AIA Recruiter platform, AIA has revolutionized the recruitment process by efficiently screening and hiring high-quality agents.