MetLife Tag Archives - General Assembly Blog

How MetLife Serves Their Global Customer Base


Over the past 10-15 years, rapid advancements in technology have made it extremely difficult for organizations to stay ahead of their consumers’ evolving behavior and brand expectations.

Of course, this challenge is even greater for large, global brands.

In order to successfully communicate with their broad customer base, global organizations must cater to varying cultural norms, regulatory rules, and preferred methods of brand interaction that are native to each individual market and country.

As Chris Smith, EVP & Global Head of Operations at MetLife, states, “What we really view as important is being able to allow our customers to do business the way they want to do business with us.”

In the video above, Smith goes on to highlight several examples in which MetLife maintains customer centricity across several markets all around the globe. Examples include:

  • Experimenting with augmented reality in Mexico to provide supplementary, digital information along with printed financial documents
  • Providing USB sticks to customers in Slovakia containing necessary policy documents
  • Partnering with WeChat to offer service directly to customers in China

Interested in learning how your organization can maintain a strong, customer-centric approach to marketing and operations? Download our white paper “4 Key Elements of The Consumer Decision Journey in the Digital Age.”

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How MetLife Encourages Global Innovation & Collaboration


With teams scattered across multiple continents, it is no surprise that large, global organizations rely on systems to connect teams, encourage collaboration, and increase cross-functional learning. Information and learnings that are significant in one market are likely to be helpful in another. Without these systems in place, global organizations are missing out on a massive opportunity to move forward in a quick, unified way.

MetLife is an example of a global organization that has implemented several processes and tools to connect the 40 separate units that make up their Global Operations Team.

Watch the above video interview with MetLife’s EVP & Global Head of Operations, Chris Smith, to learn specific examples of how he has connected his Global Operations Team and encouraged worldwide collaboration.

Does your business encourage open collaboration and innovation? Learn how you and your organization can stay relevant in this digital age with our “Leadership in the Digital Age” white paper.

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