Jodie Wallis, Manulife's Global Chief Analytics Officer, and Karen Leggett, Global Chief Marketing Officer, both stress the importance of responsible AI use in enhancing customer service and operational efficiency while safeguarding data privacy. Manulife's AI initiatives are part of a broader strategy to become the most digital customer-centric company in its industry, with projected benefits of over $600 million in 2024 from digital customer leadership initiatives. The company remains committed to evolving its AI practices in line with industry developments and regulatory changes.
Key takeaways:
- Manulife has over 43 GenAI use cases in production as of Q1 2025, with an equivalent amount slated for deployment by year-end and over 450 ideas in evaluation.
- Manulife's Responsible AI Principles focus on ethical AI use, aligning with the company's values, ensuring safety, and promoting sustainability.
- Manulife expects its digital investments, including AI enhancements, to generate a threefold return on investment over five years through 2027, with over $600 million of benefits realized in 2024.
- Manulife has been actively investing in AI since 2016, significantly increasing value through advanced analytics and AI platform investments, guided by a responsible AI framework.