How To See Customer And Not Product At The No.1 Financial Services Brand In The World - AXA
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This session will take a deep dive into: How AXA is facing the challenges of customer power What are the organisations’ toolsets? And can a large organisation compete with the agility of start ups?
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Future of Shopping by Thomas Ebenfeld - Spoods
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How To See Customer And Not Product At The No.1 Financial Services Brand In The World - AXA
- 1. Darrell Sansom Chief Customer & Innovation Officer, AXA UK & Ireland No.1 Insurance Brand in the World
- 2. No.1 Insurance Brand in the World Contents Who are AXA? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Customer View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Six pillars of customer experience excellence . . . . . . . . . . . . . . . . . . . . . . . 5 Payer to Partner. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Insight. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Proposition. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Innovation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Digital. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Brand. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
- 3. No.1 Insurance Brand in the World 3 Our financial strength is backed by the strength of our balance sheet “AXA delivered another strong performance in the first half of 2017 with underlying earnings per share growth of 5%, illustrating the strength of our fundamentals and the pertinence of our strategic plan, Ambition 2020” Thomas Buberl, AXA Group CEO, August 2017 AXA Group €640mGWP 1,000employees 958,578customers £4.4bntotal tax revenue for AXA UK 103mcustomers worldwide 26%debt gearing 197%solvency Present in 64countries Agency Rating Outlook Last Update S&P AA- Stable Oct 2017 Fitch AA- Stable Last Update Moody’s Aa3 Stable June 2017 AXA Ireland AXA are the number #1 insurance brand recognised globally* 2017 AXA UK £1.8bnGWP - incl. Trusts 3,300employees 495,024customers AXA PPP £2.3bnGWP 4,500employees 3,078,878customers AXA Insurance S&P Rating (Oct 2017) Moody’s Rating (June 2017) Fitch Rating (May 2017) AXA Insurance UK plc AA- Stable Aa3 Stable AA- Stable Who are AXA?
- 4. 4No.1 Insurance Brand in the World Customer View 2 trillionGoogle searches per year 800 millionInstagram followers 158 millionSnapchat users uploading 3.5 billion snaps every day
- 5. 5No.1 Insurance Brand in the World KPMG nunwood november 2017 Six pillars of customer experience excellence Personalisation Using individualised attention to drive an emotional connection Integrity Being trustworthy and engendering trust Expectations Managing, meeting and exceeding customer expectations Resolution Turning a poor experience into a great one Time and Effort Minimising customer effort and creating frictionless processes Empathy Achieving an understanding of the customer’s circumstances to drive deep rapport
- 6. 6No.1 Insurance Brand in the World Payer to Partner Connected Home Gene Planet Live Smart Drive safely app Riskhelp
- 7. 77No.1 Insurance Brand in the World Insight
- 8. 8No.1 Insurance Brand in the World Proposition
- 9. 9No.1 Insurance Brand in the World Innovation
- 10. Using data to digitise process & customer engagement 1010No.1 Insurance Brand in the World Digital
- 11. Using data to digitise process & customer engagement 11 Brand No.1 Insurance Brand in the World
- 12. Thank you