Fortune 500 | episode 501

Aflac Chief Digital Information Officer Rich Gilbert

Rich Gilbert is the Chief Digital Information Officer of Aflac, the leading provider of supplemental insurance and products in the United States with revenues exceeding $22 billion annually. In his role, Rich is responsible for digital strategy as well as for traditional IT. On the digital side, he is focused on the customer experience, looking at personas and roadmaps, and setting direction from a digital perspective. On the IT side, Rich is responsible for application delivery, infrastructure, program and project management, and agile activities. Combining them, Rich notes, allows Aflac to accelerate its digital strategy and move things forward. Prior to joining Aflac, Rich was a vice president at DXC Technologies. November 09, 2020

501: Aflac Chief Digital Information Officer Rich Gilbert

  • The digital transformation the company has undertaken, including what he refers to as “One Digital Aflac” and how the transformation has impacted the customer experience.
  • Rich’s thoughts on the COVID-19 pandemic, including how it forced Aflac to reinvent and double down on digital as well as the changes here to stay post-pandemic. 
  • How the company shifted from a waterfall to an agile approach
  • Why one’s ability to adapt to more than coming up with new technologies is the most important thing for the company

Among a variety of other topics.


This episode is sponsored by Zoho and Sykes

"Automation is changing. It is no longer about robotics, but it is about robotics, analytics, AI, and machine learning put all together to be able to solve business processes."

The World Class IT principles in yellow were the focus of this interview

  • 01 1- People
  • 02 2- Infrastructure
  • 03 3- Project and Portfolio Management
  • 04 4- IT & Business Partnership
  • 05 5- External Partnerships

From strategy to implementation

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