Re-imagining forms: How MassMutual is digitally transforming the customer experience

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In this exclusive interview from Dig-In, David Birittieri, Head of Policyholder Services at MassMutual, discusses why – and how – the company initiated its forms transformation project, as well as initial ROI measures such as improved customer experience, NIGO rates and efficiency. He also addresses how MassMutual’s digital “smart forms” are foundational to support its RPA and straight-through processing initiatives.

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