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2Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Meet the Prese...
3Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Customer Exper...
4Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
The U.S. Witne...
5Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Capgemini’s Al...
6Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Customers Expe...
7Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
…With a Seamle...
8Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Roadmap to the...
9Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
 Single sourc...
www.capgemini.com/financialservices
Download Cloud Transformation in Insurance at
www.capgemini.com/insuranceACES
For more...
Captivating Customers with All Channel Experiences
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Captivating Customers with All Channel Experiences

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Today’s customer experience levels with insurers are consistently bad, with fewer than 30% of customers having positive customer experiences globally– and it’s getting worse, according to the World Insurance Report 2015. Many insurers see the threat this poses to their businesses and hope to do better, but it’s not so easy, particularly when creating integrated hybrid interactions between agents and digital channels. As one Capgemini study found, insurers must excel on seven capabilities but are typically far behind on three, including “connecting elegantly” with the customer. This webinar illustrates the digital capabilities insurers need, including a road map to creating all-channel experiences that delight and help retain customers.

Published in: Economy & Finance

Captivating Customers with All Channel Experiences

  1. 1. 2Copyright © 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
  2. 2. 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
  3. 3. 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 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%)
  4. 4. 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
  5. 5. 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-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
  6. 6. 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 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
  7. 7. 8Copyright © Capgemini 2014. All Rights Reserved Global Product Marketing and Programs | Financial Services Roadmap to the Future
  8. 8. 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
  9. 9. www.capgemini.com/financialservices Download Cloud Transformation in Insurance at www.capgemini.com/insuranceACES For more information, contact us at Insurance@capgemini.com

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