Lean UX and Ecommerce Design: How Ai is transforming the insurance industry with MetLife

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Learn how MetLife is re-inventing the way that people buy insurance with ecommerce agency Alexander Interactive (Ai)

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Lean UX and Ecommerce Design: How Ai is transforming the insurance industry with MetLife

  1. 1. MetLife Re-inventing the 
 way consumers 
 buy insurance.
  2. 2. Hi, I’m Sharon Hi, I’m Alex VP Strategy, MetLife CEO, Ai 145 Years Young Fortune 50 Global Company 60,000+ Associates Ecommerce Agency HQ in Manhattan Strategy, Design, & Dev
  3. 3. MetLife
 Digital Initiatives
  4. 4. 145 Years Young…
 Tech Startup Enthusiastic 
 Team & 
 Leadership Entrepreneurial Startup Mentality Pushing 
 the Limits. Pilot. Learn. Adapt.
  5. 5. MetLife is leapfrogging the industry.
  6. 6. What we’re building. Sales Service Marketing
  7. 7. MULAN Mobile Ubiquitous Life Insurance Access Network
  8. 8. Make it easy to do business. • Increase flexibility • Simple, fast, easy • Differentiated services at your fingertips • Real-time quotes • Personalized notifications
  9. 9. The Results 8 Equivalent call center representatives 18 + Net Promoter Score 10 + % Self-service utilization
  10. 10. The Wall Big data customer service
  11. 11. 90,000,000 
 customers 70,000 
 employees 2,000 
 software apps around the world 400
 just for policy administration!
  12. 12. The start... Combined data 
 from 70 systems. 360 view of caller’s policies. Drastically improved customer satisfaction and call center productivity.
  13. 13. Three months (yes, three)
  14. 14. The Results 1,200 80 3 global employees using system systems aggregated months to build
  15. 15. “Looking beyond MetLife 
 and even the insurance industry, 
 The Wall may well be a prototype 
 for the next generation of 
 customer 360 applications.” - Information Week, May 2013
  16. 16. Infinity Building an emotional connection.
  17. 17. “…organizations who optimize this emotional connection outperform competitors by as much as 85% in sales growth.” - Gallup, 2013
  18. 18. Scheduled Messaging

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