Before the digital revolution, Protective Life Corporation issued a fire-proof box to its customers to protect their policy documents. Today, EVP and COO Cissy Williams keeps one of them on her desk as a reminder to herself, and her team, of the importance of the protection of a customer's life insurance policy.
"I just think it's so cool, because our challenge now is how we can replicate this in a digital environment. How do we take the email that came in with a policy attached, and how do we position someone who just bought a policy to protect their spouse or their partner or their children or their assets – and position them to have that conversation that this box would've done?" Williams says. "It challenges me every day to think about how we can replicate telling those stories and promoting the wonderful, proactive protection that people provide for their families through life in a similar way."
In her role, Williams oversees the information technology, customer experience strategies, claims operations, and acquisition integration operations of the organization. Appointed to her current role this past June, Williams has demonstrated strategic leadership and guidance throughout her career with Protective Life, starting in 2015 as the SVP of customer experience, later achieving the expanded role of chief customer officer.
Williams takes a holistic approach to evaluating the consumers' needs. Though she highlights technology as an invaluable asset, she has also maintained a significant level of the more "human" or personal connection in the customer experience.
"We aim to build trust through every interaction with our customers, and our customers expect to build that same trust with us as a company," she says. "They want us to deliver on our promises and be there for them when they need us. We try to be very intentional and tailor our interactions with our customers, and one of the ways we do this is by engineering our channels to best meet their needs and expectations."
In her previous role, Williams digitally transformed Protective Life's customer experience strategies and vision through building collaborative relationships across the company's technology and business operations teams, as well as developing a new infrastructure for the
Williams is also immensely passionate about providing leadership development opportunities and mentoring others professionally. She actively participates in Protective Life's formal mentorship program, Aspire, which forms mentorship relationships for "high-potential, mid-management individuals," says Williams.
"It's a real focus of what we do here and a passion… We get an opportunity to work with [protégés] and understand who they are, where they want to grow, how they want to grow and be that support mechanism for them," she states. "We spend a lot of time talking about leadership, leadership principles, and accountability, and engaging in career conversations and talent planning."
Williams wants to encourage individuals to be opportunistic and flexible in their career planning. She believes that in her own career, her professional growth accelerated when a mentor or colleague suggested or presented her with an opportunity that she may not have chosen for herself.
"Maybe it was something that I wouldn't have seen for myself, but because of that network and because of that mentorship, and because I trusted people who would coach me and come to me with different opportunities that I might not have identified for myself – it's helped tremendously. And I've grown in ways that I never would've thought that I would've done," Williams says. "I would just encourage people to be open-minded and opportunistic with their careers, as well as to have an idea of what they want to do and why. And I think you can marry those two and get very impactful results."
