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Agenda & Speakers

Strength Through Alignment: How MassMutual Leveraged Culture to Refocus on Its Customers

To true leaders in the space, customer experience is more than just icing on the cake; it’s a crucial part of the organization’s value proposition. In an age where the marketing technology gap is shrinking by the day, CX is often the differentiating factor between those who understand customer loyalty and those who continue to miss the mark.
MassMutual has made CX a core tenet in its business, and enjoys substantial success in the sector as a result. Rather than simply adopting a new tagline and walking away, the company socialized and reinforced the idea of “living for service” in order to ingrain it directly into the MassMutual culture. This concept is now an inextricable piece of the brand’s DNA, and shows in every interaction it has with customers.
Join Una Morabito, SVP, head of client management for MassMutual, as she details how the company created this culture of committed service, as well as the ways in which it leverages existing technologies to align processes with this new charted course. A shift in culture is never easy, but MassMutual serves as an example of how it can be done seamlessly and with the dedication needed to enact tangible change at an organizational level.
Key Takeaways: 

- Reinforcing the importance of placing CX as a core piece of the value proposition, as well as communicating that value to audiences both internal and external

- Creating a culture centered on the customer, and reinforcing this culture to the point of being a foundational piece of the larger customer loyalty picture

- Building alignment between technology and mission; leveraging tech both new and existing to augment new CX initiatives



Una Morabito, Senior Vice President, MassMutual Financial Group

Una is Senior Vice President of  MassMutual Financial Group and leads the Client Management organization within MassMutual WorkPlace Solutions. Leading all of the account and relationships managers, Una is responsible for the plan sponsor experience, ensuring high levels of satisfaction and retention driven by superior tactical and strategic execution.  Una and her teams are focused on plan management and delivering consultative solutions to ensure that we are helping plan participants retire on their own terms.     Una joined MassMutual in 1996 and has spent her career in the Retirement Plan arena with over 24 years of industry experience.  Una has held several roles at MassMutual, all client facing, and has been recognized for her leadership and passion centered on constantly elevating the plan sponsor’s experience at MassMutual.   Una holds a Bachelor of Arts Degree in European Studies from the University of Limerick in Ireland. She also holds    FINRA Series 6, 7, 24 & 63 registrations, and is a Retirement Plans Associate of the International Foundation for Employee Benefit Plans.  


Agenda Overview

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