Manulife’s digital capabilities, including AI-enabled enhancements, are expected to generate a threefold return on investment over five years through 2027

Manulife announced that over 75 percent of its global workforce are engaged with GenAI through learning, immersive experiences and tools, including ChatMFC, its proprietary GenAI assistant introduced in 2024. Manulife has been actively investing in AI tools to embed across its workforce since the AI practice was introduced nearly ten years ago.

By democratizing access to AI-enabled solutions, the Company is empowering colleagues to harness its potential in their daily workflows, enhancing efficiency and driving innovation. AI is not a stand-alone function at Manulife, it is an integral part of how the company operates across teams, geographies, and business units.

A Culture of AI Democratization and Innovation

“AI is transformative, and it is creating efficiencies for how we work, create, and interact with one another,” said Jodie Wallis, Global Chief Analytics Officer, Manulife. “By equipping our teams with GenAI tools, we’re enabling them to work smarter, move faster, and make a bigger impact. We’ve doubled our AI-driven impact by diversifying and expanding solutions, strengthening data and AI platforms, and practicing responsible AI governance, proving that our teams see real value.”

Manulife has made a multi-billion-dollar investment in its’ digital transformation including a cloud-based data and AI platform and scaled AI solutions. Today, the Company has deployed:

Manulife’s Global AI Strategy: Scaling Responsibly

“AI is driving efficiency, fueling growth, and strengthening our bottom line globally,” said Karen Leggett, Global Chief Marketing Officer, Manulife. “By embedding AI at scale, we’re not just optimizing operations – we’re empowering colleagues to deepen customer relationships, improving advisor connections, and unlocking new revenue streams. As a strategic enabler of long-term success, AI will continue to be a cornerstone of Manulife’s responsible and scalable growth.”

Manulife’s commitment to responsible AI ensures that innovations align with ethical, safety, and sustainability standards. The company’s Responsible AI Principles guide how solutions are designed, developed, and deployed, reinforcing trust and transparency in AI applications.

Beyond ChatMFC, AI is being embedded in customer interactions, operations, and strategic decision-making. Examples include:

Manulife’s AI roadmap for 2025 is designed for impact, deepening AI-driven insights, enhancing personalization for customers and advisors, and expanding investment in scalable, responsible solutions. By ensuring every colleague can leverage AI in their work, Manulife is strengthening its position as a leader in AI adoption across financial services.

Manulife expects their digital capabilities, including AI-enabled enhancements, to generate a threefold return on investment over five years through 2027 with over $600 million of benefits realized in 2024 from our digital initiatives globally.

To learn more about Manulife’s AI progress, visit:  https://www.manulife.com/en/about/ai.html