Alex Moral Senior VP of Trustmark Voluntary Benefit

Alex Moral, Senior VP of Trustmark Voluntary Benefit Solutions BUSINESS TRANSFORMATION

100 Years of Experience • 1913: Railroad workers taking care of each other • 1929: First non-railroad group • 1990: Consolidated billing • 1995 -99: First VBS universal life with long-term care policy & first lump-sum cancer policy • Past, present & future: Personal | Flexible | Trusted

Trustmark Voluntary Revenue 300 250 200 150 100 50 0 2006 2007 2008 2009 2010 2011 2012

Business Transformation “If it ain’t broke, don’t fix it. ” - Widely attributed to T. Bert (Thomas Bertram) Lance the Director of the Office of Management and budget in Jimmy Carter's 1977 administration

THE WORLD KEEPS CHANGING!

Business transformation is a change management strategy to align the people, process and technology initiatives of a company more closely with its business strategy and vision. Source: Rapid. BI - Business & Organizational Development tools, training & services – Human Resources, OD & Leadership

Business Transformation

Business Transformation Tools

Business Transformation - Tools • Metrics • GE • Amex

Business Transformation Process

Business Transformation - Process • Process improvement • Voice of the customer • • GE Motorola Apple Enterprise

Business Transformation People

Business Transformation - People • Workforce planning • People equity survey and The Leadership Challenge • Starbucks • American Red Cross • Intel • Johnson & Johnson • Jack-in-the-Box

Business Transformation Improve Customer Engagement

What does this mean? • Experience and learning from past 100 years • Stay true to our value proposition • Voice of the customer

Trustmark value proposition • Best-in-class service • Long-term relationships based on bringing value • Innovative solutions

VOICE OF THE CUSTOMER