Unum: Project Trident, A Customer Intelligence Engine

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21 March 2024

Winner of the 2024 Celent Model Insurer Award for Innovation Execution


Maintaining acceptable levels of persistency in employee benefit programs presents multiple challenges.

Unum’s Project Trident provided solutions to these challenges in five ways:

  1. Using advanced analytic methods (AI and Machine Learning) to obtain early identification of clients with a higher probability of leaving
  2. Creating new and cost-effective methods of outreach and communication to persuade those clients to remain
  3. Developing new organizational units (pods) for the Unum staff executing these methods
  4. Continuously experimenting to refine both the analytic methods and the outreach activities
  5. Tracking quantitative measures of success