infographic: world insurance report 2015 from capgemini and efma
TRANSCRIPT
Customer experience declined globally in 2014indicating insurers are not keeping pace with rising expectations
Argentina
10.8 pp
Netherlands
12.4 pp
France
9.0 pp
U.S.
10.5 pp
India
7.6 pp
South Africa
7.5 pp
Germany
6.6 pp
Spain
5.7 pp
Poland
6.2 pp
1 Percentage point change in customer experience, 2013 to 2014Source: World Insurance Report 2015 by Capgemini and Efma
Globally customer experience levels dropped
nearly
world for
Due to a large drop in the U.S., Austria is now
#1 in the customers with
positive experiences at
43.0%
Gen-Y customers drove the drop in positive customer experiences more than other customers across most regions
World Insurance Report 2015 from Capgemini and Efma
Digital channels are dragging down customer experience levels around the world
Percent of customers with positive customer experiences, 2014Source: World Insurance Report 2015 by Capgemini and Efma
Agent
39.4%Internet-PC
31.1%Broker
30.7%Phone
29.2%Bank
29.1%
Internet-Mobile
28.9%
Social Media
21.0%
Insurers scored lowest on customer-facing capabilities:Connect, Engage and 360° Customer View
Nearly 40% of customers cited positive experiences with agents… …while less than 30%
cited positive experiences with digital channels like mobile and social media
Insurers of the Future will need to fully blend agent-guided, high-value engagements with digital transactions
via mobile and social media
Copyright @ Capgemini Financial Services 2015. All Rights Reserved
www.worldinsurancereport.comFor more information, contact us at [email protected]
Insurer Capability Levels
Current Desired
Source : Capgemini Financial Services Analysis, 2014; Capgemini WIR 2015 Executive Interviews
Am
eric
as
Eur
ope
Asi
a P
aci�
c
Am
eric
as
Eur
ope
Asi
a P
aci�
c
10 countries had
a drop of over
5 percentage points1
Australia
7.3 pp
4%
0
Leading
Advanced
Median
Basic
Minimal
Transform Price Connect Engage Deliver Measure See (360° View)