Andrew Dart presented this at IDC's Conference in Singapore in September 2014 on Future Proofing you Business. the Digital Insurer was pleased to moderate a panel discussion that included Andrew (CSC), Cyrus (IDC Insights) and Oscar (Zurich Insurance) -see our web blog for more information. The panel discussion is summarised at www.the-digital-insurer.com/future-proofing-panel-discussion-idc-conference/

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The 3 Secrets to Future-proofing your
business
Andrew Dart – Industry Strategist CSC AMEA
18 Sep 2014

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Today’s Discussion
1. Why Future-proof your business
2. Customer Focus
3. Innovation
4. Corporate Culture

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The Majority of Business are NOT Future-proofed
40% of companies in the Fortune 500 in 2000,
weren’t there in 2010!

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S&P 500 Churn since 2002

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Secret #1: Customer Focus

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Emerging Industry Challenges
The rise of the customer-centric insurer will characterize the market
Insurance Industry Challenges for 2014 and Beyond
Source: Ovum

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Digital Customer Satisfaction 2013

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Relative Customer Satisfaction 2014

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Silicon Valley Study: “Customer First without compromise”
What they discovered:
• Inspire & delight
• Short feed-back loops and real-time improvements
• Real-time insights and personalization through Big Data
• Fast, easy and fun (just like Angry Birds)
The method of working and entrepreneurship in
Silicon Valley

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Secret #2: Create the Future - Innovate

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R&D is not Innovation

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IT’s Role in Innovation

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Digital is not Social
Digital
• Cloud
• Software as a Service (SaaS)
• User Interfaces / Experience
• Mobile Devices and Apps
• Big Data
• Analytics
• Wearables
• Sensors / Internet of Things
Social
• Culture
• Collaborations
• Co-Creation
• Sharing Economy
• Customer Centric
• Engagement
• Communication
• Conversation

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New Channels need to be at the heart of your business

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Telematics

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Secret #3: Make secrets 1 & 2 part of your Corporate DNA

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Innovation?

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Conway’s Law
Any Organization that designs a system
(defined broadly) will produce a design
whose structure is a copy of the
organization’s Communication structure.

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In summary .
1. It’s important to Future-proof your
business. Disruption is waiting for you.
2. Focus on Customers, not just today’s
but also tomorrows’.
3. Be part of the change – INNOVATE!
4. Make Customers and Innovation the
foundation of your business

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Thank You
Andrew Dart
@ITInsuranceGuy
adart@CSC.com