captivating customers with all channel experiences

10

Upload: capgemini

Post on 21-Aug-2015

89 views

Category:

Economy & Finance


3 download

TRANSCRIPT

Page 1: Captivating Customers with All Channel Experiences
Page 2: Captivating Customers with All Channel Experiences

2 Copyright © Capgemini 2014. All Rights Reserved

Global Product Marketing and Programs | Financial Services

Meet the Presenters

Jeff To Senior Director, Insurance

Salesforce

Nigel Walsh Vice President, Insurance

Capgemini

Donna Peeples Former Chief Customer

Experience Officer at AIG

Paul Carroll CEO

Insurance Thought Leadership

Moderated by

Page 3: Captivating Customers with All Channel Experiences

3 Copyright © 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

Page 4: Captivating Customers with All Channel Experiences

4 Copyright © 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 Change

2013–14

(8.3%)

(3.4%)

22.0%

23.6%

28.7%

30.0%

39.7%

40.8%

24.3%

25.8%

34.0%

33.4%

47.9%

51.3%

Developing APAC

Developed APAC

Latin America

Europe

North America

U.S.

2013 2014

(5.3%)

(2.2%)

(2.3%)

(10.5%)

Page 5: Captivating Customers with All Channel Experiences

5 Copyright © 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

Page 6: Captivating Customers with All Channel Experiences

6 Copyright © 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-Loop Knowledge

Management

Chatter

Collaboration

Employee

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

Page 7: Captivating Customers with All Channel Experiences

7 Copyright © 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 Processes

Providing 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 Enablement

New Business –

Quote &

Acceptance

Underwriting &

Policy Issuance

Policy Lifecycle

Services Claims

Page 8: Captivating Customers with All Channel Experiences

8 Copyright © Capgemini 2014. All Rights Reserved

Global Product Marketing and Programs | Financial Services

Roadmap to the Future

Page 9: Captivating Customers with All Channel Experiences

9 Copyright © 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

Page 10: Captivating Customers with All Channel Experiences

www.capgemini.com/financialservices

Download Cloud Transformation in Insurance at

www.capgemini.com/insuranceACES

For more information, contact us at [email protected]