The Futurum Group's Statement on Israel

Boston Mutual Announces New CX Department

New Department Will Create More Streamlined Customer Journey and Enhance CX Overall

Boston Mutual customer experience department

Boston Mutual Life Insurance Company has created a new department that will align technology and service in one integrated area to support the life insurance carrier’s emphasis and focus on CX.

The new department, to be called Customer Experience, Innovation, Projects & Technology Strategic Business Center (SBC), combines previously existing departments, including the Strategic Project Management Office (SPMO), Innovation Lab, Operations, and Information Technology. Jennifer Helms, executive vice president (EVP), will lead the reconstituted group, overseeing both technology and customer service areas for a stronger alignment of the teams.

Paul A. Quaranto, Jr., chairman, CEO and president, says the new department holds up Boston Mutual’s strategic growth plans and maintains the company’s focus on its capabilities in response to the changing needs of the market. “The new department reinforces our ongoing efforts to deploy people to a personalized, enhanced CX and technology to the process,” says Quaranto. “I’m looking forward to building upon the foundation we have built here for years to come.”

To support Boston Mutual’s CX focus, the new department hopes to produce a more streamlined customer journey from end to end while also enhancing CX overall.

Helms, the new department head, says adopting a customer-centric viewpoint with an eye toward the future presents an exciting opportunity for the team. The freshly integrated department includes employees based in Boston Mutual’s two corporate offices, located in Canton, Massachusetts, and in Omaha, Nebraska.

Author Information

Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.

At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.


Latest Insights:

On this episode of The Six Five – On The Road, hosts Daniel Newman and Patrick Moorhead welcome Emily Shea and Nick Smit at AWS to discuss Event-Driven Architecture and the role of application integration in modernization.
On this episode of The Six Five – On The Road, hosts Daniel Newman and Patrick Moorhead welcome Rob Miller, GreenLake Cloud Services Sales for HPE, for a conversation on HPE’s robust partnership with AWS and HPE’s hybrid by design strategy.
VAST Enhances Its Data Platform with the Release of Version 5.0
Mitch Lewis, Research Analyst at The Futurum Group, shares his insights on VAST Data’s version 5.0 announcement.

Latest Research:

In our latest research brief, Micro-segmentation Keeps Sensitive Mainframe Data in Compliance, done in partnership with Vertali, we analyze how micro-segmentation makes a network easier to secure and manage by isolating segments.
In our latest Market Insight Report, Private 5G Networks – Hyperscaler Cloud Providers, we find that private 5G Networks are key to transforming business practices and improving business outcomes by enabling organizations to gather massive amounts of data about their operations and customers.
In our latest Research Brief, Acknowledging the Impact of Agent Experience on Customer Experience, completed in partnership with Local Measure, we discuss the drivers of agent frustration and burnout, the benefits of implementation new technology such as AI to better support agents and enable greater automation, and the advantages provided by the use of a modern, cloud-based contact center solution that can integrate and activate technology that creates better experiences and outcomes for both agents and customers.