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…