In this interview, we discuss the digital transformation the company has undertaken, including what he refers to as “One Digital Aflac” and how the transformation has impacted the customer experience. We discuss Rich’s thoughts on the COVID-19 pandemic, including how it forced Aflac to reinvent and double down on digital as well as the changes here to stay post-pandemic. Finally, we discuss how the company shifted from a waterfall to an agile approach, why one's ability to adapt to more than coming up with new technologies is the most important thing for the company, among a variety of other topics.