Prudential Financial – Insurer Innovation Award 2023

1. Digital Innovation
@Prudential International
The Digital Insurer Awards
Insurer Innovation 2023 – Americas
September 2023

2. Executing on Prudential’s New
Digital Business Models
Hybrid Digital
Agency
Alternative
Distribution
Wellness
Ecosystem
 Grow Sales
end to end mobile and web sales
desktop for agents
 Grow Direct to Consumer
modern digital front end for
customer omnichannel journeys
 Fully
mobile partner solution ecosystem
incenting the right customer
behaviors for physical, mental and
financial wellness
Our Strategy
Our Platforms
• Multi-year, multi-million-dollar investment in Prudential’s
Emerging Markets’ digital innovation for growth
• Digital innovation program introduces 3 new business
models:
• Hybrid Digital Agency
• Alternative Distribution Channels (Digital)
• Wellness Ecosystem
• Business outcomes include revenue growth, agent
productivity increase & Net Promoter Score improvement
• Innovation introduced across Data Science/ML (‘people like
you’ recommendations); digital ecosystems (total wellness
platform); mobile agent platforms (offline/online sync),
Conversational AI among many ‘firsts’
• Agile methodology mindset rolling
out MVPs throughout 2023+
• Modular, mobile first, API and
microservice-driven architecture for
speed to market and reusability
• Human centered design for modern
look and feel
• Live in Latin America; soon global
Prudential International
Digital Innovation Summary
Thousands of
Agents
Hundreds of
Thousands of
Customers
Fortune 500
Distribution
Partners

3. GROW Sales
Life Planners
Clear path to
100% adoption
by Q1 ’24
Offline Capability
Quotation, plan creation,
and client management
Sales Enablement
From leads management
to policy issuance
Live with 1,600 Life Planners & Sales Managers

4. Grow Sales Business Goals
Life Planners
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10-20%
Increase in
Agent Productivity
100%
Monthly Active Usage
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50+
Agent NPS
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5. GROW Sales
Partner Agents
differentiated
partner positioning
AI Intelligence
Insight driven product
recommendations
Modern, Customizable
Journeys
Rock Design System &
GROW reusable
components
Live with 6,000 3rd Party Partner Agents

6. Grow Sales Business Results
Partner Agents
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80%
Monthly Active Usage
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10%
Increase in
Market Share
10/10
Avg Rating from
New Users
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7. Modern, Customizable
Journeys
GROW reusable components
Real time Quotation
Personalized quote in real time
Integration with POB
Systems
Payment, Policy, etc.
7
Unique Link in email
to start PPV Purchase Journey
GROW D2C
foray into
direct to
consumer
business model
Live with 60,000 Customers;
To be scaled up to hundreds
of thousands of customers
in 2024
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8. 8
fully
Physical
Mental Financial
Engagement
orchestrating a
total wellness
ecosystem
Personalization
Rewards
Behavior
Change
Engagement | NPS | Customer Lifetime Value
Pilot Live with Employees;
Full Rollout in Q4 2023

9. 9
Holistic Wellness Integrated Rewards Embedded Monetization
Data Led Insights for Proactive Engagement
The fully Value Proposition

10. fully Early Results
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44
Net Promoter Score
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96%
Users recorded
physical activity
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57%
Users engaged with
Financial /Mental activities
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8.5/10
Customer rating for
design and usability
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60%
Weekly physical goal
completion rate
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63%
Users earned fully coins
User Feedback
Registration –
Engagement – Goals
Rewards – Loyalty

11. Our Approach to Rapid
Digital Transformation:
Building the car as
we drive it…
Agile
Methodo-
logy
Data Lakes
CRMs
Mobile First,
Microservice,
API based
Infrastructure
Regional
Quotation
Service
Machine
Learning
Rock
Design
System
Auto U/W
Customer
Engagement
Analytics/
Dash-
boards
Partner
Ecosystem
Biz Dev

12. The Global GROW/fully Architecture
Configurable Journeys
• Apps are built to be reusable and
configurable
• Agent app with offline capability
for added flexibility
BFF (Per Application)
Policy Admin Sys
OTP/ Email
Data Lake
CRM
Brazil
Local Market Adaptors
Domain
Services
Domain
Micro
Frontends
Product
Notification
Policy
Payment
Customer
Proposal
Form
Configurator
Nudge
Catalogue
Wellness
Authentication
Product
Customer
Web
GROW D2C GROW fully
iOS +
Android
API Gateway / Authentication
Argentina
GROW Sales
Web
iOS
Logging
International
ization
Feature
Flags
Configurable
Forms
Product Factory
SDK
Dynamic Price
Support
Analytics
CI/CD
Speed to Market
• Modularized Domains
• Ability to release to markets with
minimum customization
GROW Architecture Principles
• Modularized Domains
• Scalable Microservice Architecture
• Configurable Journeys using
configurable, reusable
components and services
• Flexible infrastructure
architecture: elastic infra, easy to
deploy
• Server Driven UI
Policy Admin Sys
OTP/ Email
Data Lake
CRM
Core
Systems