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Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business by Ted Schadler, Josh Bernoff

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13. supporting HEROes with technology innovation

Gerald Shields is an insatiably curious chief information officer; he reads fifty books a year. He’s always looking for the next big idea, the new important thing around the next corner. That curiosity has paid off for Gerald’s employer, Aflac.

Aflac is a supplemental insurance company, memorable for its talking duck and the wise words of spokesperson Yogi Berra. A lot of people interact with Aflac. Eighty thousand licensed agents sell its products to employers. The company works with four hundred thousand payroll and benefits administrators who serve 50 million individual policyholders.

In 2008, Gerald decided that what was around the next corner was social technology and communities.

Most CIOs ...

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