what’s driving the change? · what’s driving the change? while the covid-19 pandemic tested the...
TRANSCRIPT
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TARGET OUTCOMES • Customer Satisfaction (CSAT)• Net Promoter Score (NPS)• First Call Resolution (FCR)• Turnaround Time (TAT)
•
DIGITAL CAPABILITIES
Intelligent Processes
Intelligent Processes
Omni Channel Interactions
INTELLIGENT WORKFLOW
STANDARDIZATION TO STANDARDISATION
EXL has partnered with multiple leading insurance companies to re-imagine customer journeys and re-design underlying processes through digital and analytics.
READY TO CONNECT?
40% CALL CENTRE
58% DIGITAL
2% OTHERS
(IN PERSON, WRITTEN)
20%SOCIAL, EMAIL
45%SELF-SERVE
35%LIVE CHAT
AND VIRTUAL ASSISTANT
• Intelligent Automation• Machine Learning/NLP• AI and Analytics
SELECT CASE STUDIES
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DIGITAL CONTACT CENTRE OPERATING MODELAre Insurance Contact Centres ready for the post covid-19 world?
WHAT’S DRIVING THE CHANGE?While the Covid-19 pandemic tested the operational resilience of contact centres and focussed our attention on the lack of digital solutions…
COSTCONVENIENCE
1. GROWING COST PRESSURE
Regulatory Factors
Ogden Rate Changes
FCA Fair Pricing
Whiplash Reform Delay
Operational Factors
Cost Inflation
Competitive Pricing
Cash flow Impact post
Covid-19
2. CHANGING CONSUMER BEHAVIOUR
Global digital brands have changed how consumers shop, renew and receive service from Insurance companies. Consumers are increasingly using digital throughout the sales and service journey and its usage is only projected to grow.
PROJECTED DEMAND FOR FULFILLMENT IN 2025
3. NEED FOR PERSONALISATIONWhen it comes to defining the future operating model, companies cannot take a “one-size fits all” approach. They need to balance consumer value, cost-to-serve and digital adoption by customer segment and journey in order to maximise value while increasing customer experience.
“NOW MORE THAN EVER, INSURERS NOT OPTIMISING THEIR CONTACT CENTRE DELIVERY
MODEL, RISK LOSING MARKET-SHARE, OR WORSE.”
HOW CAN EXL HELPEXL proprietary methodology combines the power of Analytics and Digital with domain relevance and data insights to transform Operating Model and achieve the trifecta of Customer Experience, Business Outcome and Optimisation of Operational Costs
CUSTOMER INTERACTION
ROBOTICS PROCESS AUTOMATION
ARTIFICIAL INTELLIGENCE
DYNAMIC ANALYTICS
DIGITAL PLATFORMS
HUM
AN
Frictionless Customer Experience
Better Business Outcome
Operational Cost
Optimisation
APPROACH TO DELIVERING A FUTURE-STATE OPERATING MODELThe methodology takes a phased approach from strategy development to implementation through a customer-centric approach that optimises digital solutions by customer segment across journey and touchpoint.
EXL defined consumer persona
Digital Donnelly’sHigh-level digital adoption across journey. Ready for digital delivery
Hand-holding Henry’sROPO (research online purchase o�-line) consumers that need confidence in completing journey online
Traditional Tidwell’sConsumers still showing clear preference for traditional channels of service
1. Persona Development, Current State Assessment, Metric Mapping
2. Customer Journey Maps, Touchpoint Identification & Insights Capture
3. Ideate & Filter Potential Solutions, Assess Impact of Solution
4. Perform CBA, Prioritise Opportunities, Develop & Deliver
END-STATE OBJECTIVE: CREATION OF ‘THE DIGITAL ONE OFFICE’The methodology centres around the creation of “the digital one o�ice” that combines a customer focussed front-o�ice and a digitally enabled back-o�ice to provide seamless service, helping balance customer experience and cost to serve.
THE DIGITAL ONE OFFICE
CUSTOMER FOCUSSED FRONT-OFFICE
DIGITALLY ENABLED BACK-OFFICE
CUSTOMER ENGAGEMENT/EXPERIENCE AT
THE CORE
STREAMLINED OPERATIONS AT
CORE
Top 10 UK Personal
Lines Insurer
Design and implementation of digital sales & service operating model
• Re-design existing customer journey through digital with a view to maximise value and customer experience
• Identify solutions applicability by touchpoint and customer persona
• Develop cost-benefit analysis for identified and prioritised digital initiatives
• Implementation of Conversational Virtual Assistant, Robotics and AI solutions for identified use cases
• Significant reduction in cost to serve
• Better ease of doing business through improved experience
• Reduction in failure demand through pro-active addressal of root cause
CX focused re-design of outbound sales contact centre
• Creation of empathy and customer journey maps for proactive customer connect at their preferred time through their preferred channel based on personalised communication trigger
• Analytics driven outbound call schedulling system
• Analytics driven personalised contact solution by customer persona, behaviour and journey
Designing next-gen claims operations leveraging advanced automation and robotic
• Defined customer personas and mapped customer journey
• Design solution interventions around claims segregation, fraud analytics and automating customer interactions and claims intake
• Significant improvement in operational e�iciency
• Enhanced customer experience through improved
straight through processing• Better fraud prevention
through analytics
Large US Insurer
Global Multi-line
Insurer
Solution Summary Scope Outcomes
Sumeet Goswami (Head of Digital Consulting, UK & Europe) [email protected] +44(0)790.469.8788
Mohit Manchanda (Head of Insurance, UK & Europe) [email protected] +44(0)795.840.0440
Cognitive Virtual Agent
NLP/NLU Solutions
Real time personalisation
Seamless experience
• •
Diva Agent Desktop
Digital CockpitCustomer driven process design
Empowered agents
• •
Robotics Solutions
BPM CapabilitiesAgile work culture
Data unification• •
COVID-19
…there are more fundamental shi�s in the operating model that are driving the digital agenda.