bringing order to chaos - cgu insurance at niba 2013
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Bringing Order to ChaosBringing Order to Chaos
CGU Ins ranceCGU Insurance
October 2013
Di it lDigitalDarwinism
Reference: Brian Solis
It i t th t t th t iIt is not the strongest that survive, nor the most intelligentnor the most intelligent,
but the one most responsive to…..
change
- Charles Darwin
Innovation
Google Glass
Samsung Galaxy Gear
Bitcoin
Big Data
Big Data is the frontier of a firm’sBig Data is the frontier of a firm s
ability to store, process and access y , pall of the data it needs to
operate, make decisions, d k dreduce risks, and serve customers
‐ Forrester
Social Insights
Social Insights
Personalisation
One Size Does Not Fit All
21
Amazon
Spotify
Communities
A virtual community is a social network of individuals who
di it linteract through digital media, irrespective of geographyirrespective of geography,
in order to pursuein order to pursue mutual interests or goals.
Wiki di- Wikipedia
Red Bull
Red Bull
Red Bull
Huggies
American Express
32
Telstra
Social
Social Networks
Social Networks
Social Networks
Social Business
Social Trends
1 Branded entertainment overtaking traditional disruptive marketing
2 Social search is displacing Google’s traditional search2 Social search is displacing Google s traditional search
3 Gamification & videos driving customer loyalty
4 Social commerce becoming a real sales channel
5 Building relationships to crowdsource ideas & develop new products5 Building relationships to crowdsource ideas & develop new products
Mobile
Mobile toMobile toeclipse Desktop p p
by 2014
1 in every $101 in every $10 spent online is nowspent online is now
m-Commerce
Sephora
Starbucks
47
Nike
Bringing Order to Chaos
Lines are Blurring between Online & Offline
Source: Goolgle
Context Drives Choice
Source: Google
Dynamic Customer Journey
Sales
Marketing
ServiceService
Source: Altimeter Group
Customersac
e
e e
ace
to F
a
Phon
e
Prin
t
Emai
l
Web
Mob
ile
Soci
al
Cha
t
Fa
Multi Channel
Customers
Seamless Experience
eto
Fac
e
hone
Prin
t
mai
l
Web obile
ocia
l
Cha
t
Face
Ph P E W Mo So C
Omni Channel
Design Thinking
Emerging Business Functions
OfferDesigners
Micro NeedMatchmakersDesigners Matchmakers
CommunityMaestros
CommercialOpportunityMaestros pp yDetectives
Financial Services
CGU Insurance
Be Part of the Evolution…
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