CanadaCategory
Customer Experience ReinventedKeyword
AI & Generative AI, Marketing & sales, Contact center & ChatbotsBusiness Line
Life Insurance, Health InsuranceDistribution Channel
Online / Direct
Innovation presentation
VOICE is Manulife’s next-generation customer insights engine – an enterprise platform that turns millions of real interactions into immediate, actionable opportunities. Powered by connected data sources and advanced AI, VOICE brings together signals that used to live in silos, including call transcripts, surveys, chats, mobile app reviews, and digital behaviour into a single, intuitive platform that democratizes insights for every team, not just analysts.
Rather than traditional reporting, VOICE accelerates action. Instead of static dashboards or retroactive analysis, it translates raw customer data into the “why behind the what,” enabling teams across Operations, Digital, Marketing, CX, and Product to identify friction, quantify value, and rapidly deploy improvements that meaningfully impact both customer experience and business performance. VOICE moves organizations from slow, reactive analysis to always‑on, insight‑driven execution.
The platform’s AI‑enabled capabilities—such as topic modelling, sentiment analysis, call‑driver quantification, and automated irritant detection helps teams diagnose shifting customer needs, forecast impact, and build business cases faster than ever before. In practice, VOICE has uncovered system-level issues, informed backlog prioritization, reduced analysis time, and driven measurable improvements across contact centres and digital journeys in multiple markets.
Beyond analytics, VOICE and the team behind it are catalysts for cultural transformation. With office hours, advisory councils, and self‑serve dashboards, the platform empowers thousands of employees to “own the moment” by acting on real customer stories. Its unified view of customer realities fosters alignment across functions and regions – reducing time spent searching for insights and increasing time spent delivering measurable outcomes.
As a global, scalable capability, VOICE is redefining how Manulife listens, learns, and acts—driving customer‑centricity at speed and at scale, and unlocking the true business value of exceptional experience.
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