Captivating Customers with All Channel Experiences
2Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Meet the Presenters
Jeff ToSenior Director, InsuranceSalesforce
Nigel WalshVice President, InsuranceCapgemini
Donna PeeplesFormer Chief Customer Experience Officer at AIG
Paul CarrollCEOInsurance Thought Leadership
Moderated by
3Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Customer Experience Declined Globally Indicating Insurers Are Not Keeping Up With Customer Expectations
4Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
The U.S. Witnessed a 10% Decline in the Percentage of Customers Having a Positive Experience
Customers with Positive Experience, by Region (%), 2013–2014 % Point Change2013–14
(8.3%)
(3.4%)
Developing APAC
Developed APAC
Latin America
Europe
North America
U.S.
22.0%
23.6%
28.7%
30.0%
39.7%
40.8%
24.3%
25.8%
34.0%
33.4%
47.9%
51.3%
2013 2014
(5.3%)
(2.2%)
(2.3%)
(10.5%)
5Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Capgemini’s All Channel Experience (ACE) Capability Framework Can be Utilized to Identify Gaps in an Insurer’s Current Capabilities
Source: Capgemini Financial Services Analysis, 2014
Business Proposition Development
Vision, Roadmap and Governance
Business Case Development
Management
Document Management
Pricing and Rating
CrossCoordination
Promotion/Campaign Management
Underwriting and Policy Administration
Claims and Fraud Management
Channel Performance Management
Enterprise Performance Management
Investment and Fund Management
Customer Performance Management
Business Operations
Technology
Gamification
Transform
Effectively
Connect Elegantly
Engage Regularly
Price Competitively
Measure Relentlessly
See
Completely
DeliverPerfectly
Single View ofthe Customer
Insight and Analytics
Operational and Decisional CRM
Single View of Customer
Insights and Analytics
Operational and Decisional CRM
Gamification
Document Management
Digital Content Management
Social Media Leverage
Personalized Integrated Loop
Marketing
Dist. and cross channel mgnt
6Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Customers Expect to be Served Via Their Preferred Channel Throughout Their Journey…
Collaborate
Customize
Choice
Consistency
Context
Connectivity
Closed-LoopKnowledge
ManagementChatter
CollaborationEmployee Records
Time Off Manager
Performance Management
Expense Management
Content Management
Organizational Improvement
Recruiting Management
Productivity
Distribution Management
Marketing & Prospecting
Claims Servicing Customer Service
Agents/Underwriters
Call Center Online Sales Self-Service Mobile Social
7Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
…With a Seamless Service to Insurance Agents Through Their Preferred Channel of Choice
Integrating the Flow of Information, Systems and Business ProcessesProviding a Seamless Customer Experience Across Any Set of Channels
Enhanced Customer
Experience
Value for Insurers:
Acquisition and
Retention
Collect and email accident details
Create and submit a claim
View status of previous claims made
Access to other services (rental agency, towing truck, police, etc.)
Access Product Catalogues
Enable E-Application
Presales – Quote and Product Displays
POS Closure STP Solution for
Policy Purchase and Claims
Customer Servicing
Click to call/SMS/email
Agent locator View/file requests
and complaints Call branch for
quote Get latest quotes
by submitting details
View advice/FAQ/video-demos
E – Application Policy Status &
Coverage Verification
Alerts on Application Status
Policy Issuance Confirmation
STP Solution for Policy Purchase
Manage accounts Edit insured
information Alerts (billing,
claims, impending natural disasters)
View/Pay insurance bills
Add bill payment reminders to calendar
Agent EnablementNew Business –
Quote & Acceptance
Underwriting & Policy Issuance
Policy Lifecycle Services
Claims
8Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Roadmap to the Future
9Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Single source of truth for all customer interactions across products and channels.
Policyholder / agent communities for self-service and collaboration.
Intelligent prioritization of leads from all channels
Visibility & management of customer opportunities across all channels from 1st touch to servicing
Customer sees no distinction between marketing, sales, and service.
Customer journeys drive next best action for marketing, sales, and service.
Actionable insights in real-time
Agile delivery of highly strategic capabilities.
• 31% increase in customer retention
• 34% increase in first call resolution
• 34% increase in cross-sell / up-sell
• 33% increase in lead conversion
• 50% increase in sales lead volume
• 29% increase in revenue
• 40% reduction in time to
make decisions
• 44% reduction in problem resolution time
www.capgemini.com/financialservices
Download Cloud Transformation in Insurance at www.capgemini.com/insuranceACES
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