The document discusses the role and importance of digital brokers in the insurance industry, emphasizing the transition from traditional methods to digital solutions to enhance customer experience. It outlines what customers expect from digital brokers, including on-demand information and high levels of service, as well as strategies for acquiring and retaining business through digital transformation. Key recommendations include understanding customer journeys, improving online presence, and leveraging social media.

1. Becoming a
Digital Broker
Ph.Creative
mark@ph-creative.com

2. What we’ll
cover
• Definition of a digital broker
• What people want from a digital broker
• How to become a digital broker
• What changes should you anticipate
• Digital transformation and ROI

3. What is a
Digital
Broker?
A person who generates leads online from
using customer data, creating content,
sharing expertise on social media and refining
this process to create the best possible
customer experience.
“
“

4. What we’ll
cover
Where are
we are
now?
Industry shifts are accelerating to digital
1. Insurance and paper forms – days/weeks
for a quote
2. Insurance and telephony – quote in
minutes
3. Insurance and digital – many quotes in
minutes, anytime, anywhere

5. Where do
we want to
be?
Digital Transformation
What do policy holders want?
What do they think of you?
How to you retain business?
How do you acquire new business?

6. How do we
get there?
1. Basic interactions - phone
2. Multi-channel - email/portals
3. Omni-channel - social media/content
4. Digital - connected devices/IoT
What do
people want
from a Digital
Broker?
Information on-demand
Highest levels of customer service
Ability to understand customer touch points

13. Customer
Experience

17. How to take advantage
of Digital?
Understanding your audience
Listen carefully!

18. Start with
a story

19. Brand
Values

20. Personas

22. Social Listening

24. What changes you
should anticipate?
More customers are online
Search volumes are increasing
Google are of the case

33. More customers are online
Search volumes are increasing
Google are of the case
Actions to improve CX
Understand the customer journey
Map out the decision making process
Look at the performance of web pages

34. Actions to improve CX
Understand the customer journey
Map out the decision making process
Look at the performance of web pages

36. Wireframes

43. Digital
Transformation
& ROI
Understand your audience
Plan and understand conversions goals
Creating content
Putting this into practice
Proof that it works!

44. Right place,
Right time

47. The story so far… Setting a timeline

52. Metrics,
Measure &
ROI
Social Referrals
Social Conversions
Referral Traffic
Attributed Conversions

55. The Master Plan
Digital transformation
Connecting it all together

57. Case Studies Kingsbridge Insurance
UK Insurance
Marmalade

58. Next Steps
mark@ph-
creative.com
Social Audit
Persona Workshop
Social Media Strategy
Paid Advertising Campaign