To identify the impacts of intelligent operations via digitalization to PAMB's insurance agents and their customers, taking the example of PGA life group

Abstract

The purpose of this BRP is to identify the impacts of Intelligent Operations via Digitalization to Paragon Group Agency Life Group’s (PGA Life Group) Insurance Agents and Customers, which is also the affiliated insurance agency of Prudential Assurance Malaysia Berhad (PAMB). And the areas of the investigations include the identifications of both the attitudes of PGA Life Group insurance agents and PAMB customers towards the effectiveness of PAMB’s digital transformation, the ranking of working areas impacted by the digital transformation of PAMB, the ranking of digital tools considered the most helpful by the insurance agents, the ranking of frequently used of digital tools by PAMB customers and the ranking digital tools based on PAMB customers’ experience. So when the results generated from the investigations above, recommendations will also be given and it is also hoping that both the PAMB and PGA Life Group will refer to the recommendations for the improvement and upgradation of their current digital tools and approaches in order to create a more efficient working environment which can also provide exceptional customer experience.