20140716 presentation all channel experience insurance slideshare v1.0

Download 20140716 presentation all channel experience insurance slideshare v1.0

Post on 17-Aug-2014

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On the 16th of July I visited Portugal and presented at two insurance companies. This presentation is about creating an All Channel Experience in the insurance industry based on the building blocks for a digital organization of Capgemini Consulting in cooperation with MIT. The presentation focusses on one of the pillars of the digital model: customer experience. The presentation contains also slides about relevant trends: quantified self, sharing economy, big data, cross channel marketing, mobile, et cetera. Are you interested in the voice over of the presentation or do you want to invite me for presenting this presentation at your organization? Don't hesitate to contact me: pascal.spelier(at)capgemini(dot)com,

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  • Pascal Spelier, July 16th 2014 Customers want an All Channel Experience
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  • 3 Three drivers for change Changing customer behaviour New technology Changing regulations & legislation
  • 4 The customer wants change Lack of trust has changed the relationship between Insurers, banks and customer The credit crisis changed the purchase drivers Traditional insurance customer is shifting to A new generation insurance customer Customers demand transparency and simplicity Customers become more and more self-directed Social medial create a fundamental shift in the way we communicate
  • 5 Technology creates new opportunities 25 years ago, introduction of internet 10 years ago, introduction of social media 5 years ago, introduction of smartphones Big data Quantified self Internet of things
  • 6 Regulations limit opportunities Basel III Solvency II Local regulations & legislation
  • 7 It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is the most adaptable to change. - Darwin -
  • 8 Inside Out Paradigma Shift Outside In Single Channel Customers experience single touch point. Insurers have a single type of touch point. Multi Channel Customer sees multiple touch points independently Channels are functional & technical silos). Cross Channel Customer sees multiple touch points as part of the same brand. Single view but insurers operate in functional silos. All Channel experience Customers experience a brand, not a channel within a brand. ACE is about engaging with customers at every stage of the journey in all their channels
  • 9 Do you have the right cards for an All Channel Experience (ACE)?
  • 10 Is the insurance industry ready for a digital transformation?
  • 11 Digirati: 9% more turnover, 26% more profit
  • 12 Customer understanding Customer touch points Top line growth Worker enablement Performance management Process digitization Digital globalization New digital businesses Digitally-modified businesses Digital Capabilities All Channel Experience Customer Experience Operational Process Customer Experience Business Model Your building blocks to a digital organization
  • 13 Customer understanding Customer touch points Top line growth Worker enablement Performance management Process digitization Digital globalization New digital businesses Digitally-modified businesses Digital Capabilities All Channel Experience Customer Experience Operational Process Customer Experience Business Model Your building blocks to a digital organization
  • 14 Customer understanding Customer touch points Top line growth All Channel Experience Customer Experience Your building blocks to a digital organization Customer Insights & Customer Journey (Digital) Marketing & Sales (Digital) Channel Strategy
  • 15 Customer understanding Customer touch points Top line growth All Channel Experience Customer Experience Your building blocks to a digital organization Customer Insights & Customer Journey (Digital) Marketing & Sales (Digital) Channel Strategy
  • 16 Product/service differentiation Employee satisfaction Process efficiency Process effectiveness - Customer satisfaction - NPS - Sales - Share of wallet - Retention - Referral -NPS -Growth revenue -Market share -Profitability - Share holder value People Product/service offering Process Customer Experience Customer Behaviour High level company KPIs Leading indicators Lagging indicators Changesinregulationsandtechnology developments Context Source: based on Schmitt Managing the Customer Experience Determine your motivation for improving customer experience
  • 17 Price Product Service (Digital) Customer Experience The road to loyal customers Commodity Distinctive by value added services
  • 18 Customer Life Cycle Awareness Orientate Purchase Receive Use Service Advise Creating a seamless (Digital) Customer Experience by (re)designing the Customer Journey
  • 19 Customer Life Cycle Awareness Orientate Purchase Receive Use Service Each Customer Journey has a Customer- & organization side Processes Midoffice Customer Relationship Management Customer Financial Management Document Management Communication Management Business Process Management Security Advise
  • 20 Beware of putting lipstick on a pig
  • 21 How to become really digital? FRONTEND hello customer ISNT THIS ENOUGH? self directed CAN I INSURE MYSELF? the customer is becoming part of the processes! only decoration?
  • 22 Customer Journey Awareness Orintation & comparing Advice Insure Advice prevention Damage & claiming Technology Life events / Products / Services Voice of the customer: I want..., I need... Voice of the employee: I want..., I need... Service Renew insurance Car Insurance
  • 23 Credits: Yvonne Kroese To Measure is to know Quantified Self
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  • 26 Pay As You Drive Insurance per mile
  • 27 Pay How You Drive Insurance
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  • 31 Warning Smoke or CO2 detection
  • 32 The Sharing Economy: sharing is the new buying
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  • 35 What if cars dont clash anymore?
  • 36 This Mercedes S-klasse can drive by itself, well almost
  • 37 For $ 10.000,- every car can drive by itself
  • 38
  • 39 Customer understanding Customer touch points Top line growth All Channel Experience Customer Experience Your building blocks to a digital organization Customer Insights & Customer Journey (Digital) Marketing & Sales (Digital) Channel Strategy
  • 40 Integrating and optimizing the commercial- and service activities in channels
  • 41 Customer Experience (Social) Behavior (Big) Data Intelligence What Makes Homer Click? Observations
  • 42 Cross-channel Marketing Engine Observation (data & information) Trigger (right message, right channel) Interpretation (intelligence) Reaction (call to action)
  • 43 Cross-channel Marketing Engine Observation (data & information) Trigger (right message, right channel) Interpretation (intelligence) Reaction (call to action)
  • 44 Our view of the customer should be a collection of observations
  • 45 Observations in the de customer journey (also outside the borders of the organization!) in processes in transactions in the context
  • 46 The gap of untapped Big Data 23% Usefulif Tagged and Analyzed 3% Tagged 0,5% Analyzed Source: IDCs Digital Universe, sponsored by EMC, December 2012
  • 47 Big data management is not viewed strategically at senior levels of the organization. 56% The issue for us is now not the growing volumes of data, but rather being able to analyze and act o