Case Study: CNO Financial Group transforms agent, staff, and customer experience with Pegasystems

CNO Financial Transforming the agent, staff, and customer experience

CNO Financial Group — operating Bankers Life, Colonial Penn, and Washington National — faced a 15-year legacy technology mess after 20 acquisitions: roughly 300 platforms and 10,000 workflows that forced staff into duplicate data entry, screen-swiveling, and manual copy/paste. Leadership set a two-year transformation goal to identify shared process dependencies, consolidate common data, and retire the legacy CRM to improve customer and associate experience.

CNO adopted Pega Customer Service for Insurance, Sales Automation, and Pega Foundation, while three scrum teams reimagined workflows and built features in parallel. Within 12 months they replaced the CRM, launched a content-fillable Colonial Penn site and a Washington National self-service portal, reduced custom coding, saved $1M in licensing in year one, and embedded AI-driven recommendations and robotics to automate activities and share data across users and applications.

CNO Financial Group