Instilling Excellence and Accountability in employees means that they are encouraged to be proactive and find solutions to customers' needs. It might mean putting yourself in the shoes of an expatriate the way Denis Guay did in finding ways to help Aetna Global Benefits members abroad. It might mean developing new technologies to help members use health care support tools. Or it might mean leading the efforts to transform health care, knowing it will pave the way to a better, more effective system. With Excellence and Accountability guiding them, Aetna employees listen and respond with the customer in mind.