Insurance

Marketing POV

Overview

What has changed in the world of

Commerce for InsurancePolicyholders are more connected and empowered

Changing demographics are forcing insurers to rethink their operations

Agile competitors are disrupting traditional business models

© 2015 IBM

There has been a massive change in how

people engage with brands…

As leaders we need to embrace all the information that

allows us to understand customers and serve them better

© 2015 IBM3

A Customer Satisfaction Gap

Exists in Insurance

of policyholders switched their

insurer when their needs

changed and their insurer

couldn’t keep up

WHAT POLICYHOLDERS DO…

Source: IBM IBV Study “Capturing Hearts, Minds & Market Share”

WHAT POLICYHOLDERS FEEL…

of policyholders do

not trust the

insurance industry

Expectations are high …

I want …

Insurance personalized for my

unique situation.

Instant gratification during my

insurance buying process.

The ability to access support any

time of the day or night.

© 2015 IBM5

Fostering customer engagement

Nurturing loyalty with

personalized marketing

Personalizing online experiences

Engaging agents & clients via

multichannel digital experiences

INSURERS ARE …

© 2015 IBM6

Marketing as the new growth leader

Customer Analytics

Marketing

Digital Experience

IBM Interactive

IBM for Marketing

helps you …

• Grow the value of every unique

policyholder relationship

• Deliver policyholder experiences

that create unbreakable bonds

• Create insights from human

behavior and sentiment eCommerce &

Merchandising

© 2015 IBM7

IBM Commerce Solutions for Marketing & Engagement

© 2015 IBM8

Marketing Customer Analytics Digital Experience

IBM InteractiveeCommerce &

Merchandising

• IBM Marketing Cloud

• IBM Journey Designer

• Real-Time Personalization

• Omni-Channel Marketing

• Lead Management

• Customer Experience

Analytics

• Digital Analytics

• Behavioral Analytics

• Journey Analytics

• Digital Customer Experience

• Digital Employee Experience

• Online Forms

• Web Content Manager

• Web Portal

• Digital Experience on Cloud

• WebSphere Commerce

• Sterling Order Management

• Sterling Configure, Price,

Quote

• Commerce on Cloud

Strategy, Consulting, Creative

& Design, Analytics, Cognitive

Computing and Systems

Integration capabilities

Marketing Use Case: 360° marketing delivers compelling interactions improving

insurance customer acquisition rates and maximizing profitable customer growth

Customer insight

Use advanced analytics for a deeper

understanding of customers

Seamless brand engagement

Design consistent marketing

experiences across all customer

touch points

Personalized marketing

Capitalize on new technologies to

stimulate new relationships

90% of insurers getting

closer to customer

38% of insurers have

an integrated physical /

digital strategy

34% of insurers have a

cohesive social strategy

200% - 400% increase

in response rates

15% - 30% higher

campaign ROIs

2x – 5x increase in

resource efficiency

Marketing

Engage policyholders in

relevant and rewarding experiences that makes them ask for more.

© 2015 IBM10

Advancing our agenda in these areas

Experience Design

Design based on a deep understanding of our users

Cognitive Power

Ability to see patterns and make unlikely connections

Industry Expertise

Scale with speed by developing asset-based industry solutions

Open Ecosystem

Data exchanged to develop personalized policyholder experiences

© 2015 IBM11

Experience design… We design our software around roles

We embed analytics and cognitive capabilities

We are focused on customer journeys

We are focused on deep personalizationand delivering it at scale

We use agile methodologies to deliver

innovations quickly

We don’t try to own your data – we help you

connect data – syndicate it at the right time

We don’t believe any one vendor can do

it all – therefore we invest in an

open architectures© 2015 IBM12

Industry Expertise

Experience design and digital consultancy using

disruptive thinking, visioning workshops, and cross-industry expertise

IBM IX pioneered new apps on the Apple

watch for Nationwide, Citi and Japan Airlines

IBM is a leader in digital transformation

consulting and SI services-IDC

MarketScape 2016

25 Global Design Studios

World class design and digital transformation services

© 2015 IBM13

Open Ecosystem

Ready for IBM Commerce

Pre-built integrations that deliver value faster with complimentary capabilities.

IBM Universal Behavior Exchange

For a key set of Business Partners who create and leverage a vast pool of behavioral data.

Plus…

A comprehensive set of resellers, system integrators, complimentary solution providers as well as digital marketing agencies and marketing service providers.

Investing to deliver better customer experiences…

© 2015 IBM14

350,000+Global trading entities

connected

IBM Commerce delivers nearly 15x ROI for every dollar spent

100% of the Global

Fortune top 100 insurance

companies have worked

with IBM

15,000+professionals are

dedicated to serving the

insurance industry

1 billion+ insurance transactions per

day are processed on IBM

platforms

IBM teams with

17 of the top 20

insurance companies in

the US

$100 billioncommerce transactions

analyzed Holiday

Benchmark Reports

Sources: IBM and Nucleus Research provided for illustrative purposes and is not intended to be a guarantee of future

growth rates or market opportunity; IBM analysis

© 2015 IBM15

Why choose IBM Commerce?

Powered

by Watson

Experience Design

Design based on a deep understanding of our users

Cognitive Power

Ability to see patterns and make unlikely connections

Industry Expertise

Scale with speed by developing asset-based industry solutions

Open Ecosystem

Data exchanged to develop personalized customer experiences

© 2015 IBM16

Learn how IBM can help you turn:

Transactions into relationships

Trust into loyalty

Policyholders into advocates

Suppliers into partners

© 2015 IBM17

Join the

conversation

Blog, YouTube,

Twitter, LinkedIn

and Facebook

© 2015 IBM18