Agenda & Speakers

Engagement from the Ground Up: MassMutual’s Commitment to its Employees Yields Positive CX Results

Tuesday, November 7, 2017 - 2:15 PM - 3:00 PM
External engagement is something that every company strives for. Demonstrating value and creating a positive experience for customers is, in essence, the foundation upon which the entire customer loyalty industry is built. What is less appreciated, however, is the internal alignment that’s required in order to reach that outward CX excellence. MassMutual has placed a laser focus on creating an internal culture that not only motivates employees, but engages them in a way that has proven to boost brand advocacy in a tangible way.
The company has worked to make every employee feel like a contributing factor to overall organizational success, and is proactive in sharing customer feedback with all employees. As a result, the brand has seen positive outcomes in employee engagement and, consequently, customer experience as a whole.
MassMutual SVP, Head of Workplace Solutions Una Morabito will share with attendees the path that the financial company took to a uniquely engaged workforce, and how that path has built a more successful brand overall.
Key Takeaways:
The importance of employee loyalty in a B2B2C vertical
How effective employee engagement leads to an enhanced experience for consumers
Best practices for aligning employee goals with larger brand identity


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.
Una lives in East Longmeadow, MA with her husband Lou, and two children Leah and Louie.

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