Maturing markets, tight capital, increasing risk: these are just some of the pressures facing the insurance industry today. Faced with a host of challenges from empowered customers to technological innovation, insurers have to become essential to their customers and ecosystem partners. Past approaches will no longer suffice. It’s about delivering relevant experiences at the right time and place. Doing so requires an integrated approach, fueled by the power of cloud, mobile, social, big data and analytics to create value and profitable revenue. To meet these and other challenges, insurers will have to be more nimble, more innovative and better able to communicate with their customers, internally and within their industry. IBM Commerce can help insurers forge relationships with unbreakable bonds.

1. Insurance POV
Client Overview

2. What has changed in the world of
Commerce for Insurance
Policyholders are more connected
and empowered
Changing demographics are
forcing insurers to rethink their
operations
Agile competitors are disrupting
traditional business models
© 2015 IBM

3. There has been a massive change in how
people engage with brands…
As leaders we need to embrace all the information that
allows us to understand customers and serve them better
© 2015 IBM3

4. A Customer Satisfaction Gap
Exists in Insurance
of policyholders switched their
insurer when their needs
changed and their insurer
couldn’t keep up
WHAT POLICYHOLDERS DO…
Source: IBM IBV Study “Capturing Hearts, Minds & Market Share”
WHAT POLICYHOLDERS FEEL…
of policyholders do
not trust the
insurance industry

5. Expectations are high …
I want …
 Insurance personalized for my
unique situation.
 Instant gratification during my
insurance buying process.
 The ability to access support any
time of the day or night.
© 2015 IBM5

6. Fostering customer engagement
Nurturing loyalty with
personalized marketing
Personalizing online experiences
Engaging agents & clients via
multichannel digital experiences
INSURERS ARE …
© 2015 IBM6

7. Marketing Policyholder Engagement B2B Integration
We help forward-thinking leaders in these disciplines to drive
growth and loyalty …
© 2015 IBM7

8. Marketing as the new growth leader
Customer Analytics
Marketing
Digital Experience
IBM Interactive
IBM for Marketing
helps you …
• Grow the value of every unique
policyholder relationship
• Deliver policyholder experiences
that create unbreakable bonds
• Create insights from human
behavior and sentiment eCommerce &
Merchandising
© 2015 IBM8

9. Policyholder Engagement to drive growth
Customer Analytics
eCommerce &
Merchandising
Digital Experience
IBM Interactive
IBM for Customer
Engagement helps you …
• Understand policyholder
preferences and behaviors that
deliver personalized buying
experiences
• Streamline sales across
channels
• With real-time visibility to
performance to take action
Retail Payments
© 2015 IBM9

10. B2B Integration that delivers agility
B2B Integration
Procurement
Payments
IBM Managed Services
IBM for B2B Integration
helps you …
• Have safe and timely
exchange of exactly what
your policyholders, partners
and suppliers expect
• With real-time visibility to
react to exceptions,
bottlenecks and performance
• Achieve rapid new partner
onboarding and existing
partner change management
© 2015 IBM10

11. Marketing
Engage policyholders in
relevant and
rewarding experiences
that makes them ask for more.
© 2015 IBM11

12. Deliver a differentiated brand
experience across channels
and show policyholders
how much they matter
to you.
Customer Engagement
© 2015 IBM12

13. Customer Analytics
Really know
how your policyholders
are feeling and what they need
to serve them better.
© 2015 IBM13

14. Digital Experience
© 2015 IBM14

15. B2B Integration
Improve information flows
across all business relationships to
be more responsive.
© 2015 IBM15

16. Advancing our agenda in these areas
Experience Design
Design based on a deep
understanding of our
users
Cognitive Power
Ability to see patterns
and make unlikely
connections
Industry Expertise
Scale with speed
by developing
asset-based
industry solutions
Open Ecosystem
Data exchanged
to develop
personalized policyholder
experiences
© 2015 IBM16

17. Experience design…
 We design our software around roles
 We embed analytics and
cognitive capabilities
 We are focused on customer journeys
 We are focused on deep personalization
and delivering it at scale
 We use agile methodologies to deliver
innovations quickly
 We don’t try to own your data – we help you
connect data – syndicate it at the right time
 We don’t believe any one vendor can do
it all – therefore we invest in an
open architectures
© 2015 IBM17

18. For Operations
Improved Processes
For Customer Experience
Customer Engagement
Insights
For Marketers
Analyze Trends
Real-time Personalization
Embracing the power of Cognitive Engagement
in Insurance
© 2015 IBM18

19. Industry Expertise
 Experience design and digital consultancy using
disruptive thinking, visioning workshops, and
cross-industry expertise
 IBM IX pioneered new apps on the Apple
watch for Nationwide,Citi and JapanAirlines
 IBM is a leader in digital transformation
consulting and SI services-IDC
MarketScape 2016
 25 Global Design Studios
World class design and digital transformation services
© 2015 IBM19

20. Open Ecosystem
Ready for IBM Commerce
Pre-built integrations that deliver value faster with
complimentary capabilities.
IBM Universal Behavior Exchange
For a key set of Business Partners who create and leverage
a vast pool of behavioral data.
Plus…
A comprehensive set of resellers, system integrators,
complimentary solution providers as well as digital marketing
agencies and marketing service providers.
Investing to deliver better customer experiences…
© 2015 IBM20

21. 350,000+
Global trading entities
connected
IBM Commerce delivers nearly 15x ROI for every dollar spent
100% of the Global
Fortune top 100 insurance
companies have worked
with IBM
15,000+
professionals are
dedicated to serving the
insurance industry
1 billion+
insurance transactions per
day are processed on IBM
platforms
IBM teams with
17 of the top 20
insurance companies in
the US
$100 billion
commerce transactions
analyzed Holiday
Benchmark Reports
Sources: IBM and Nucleus Research provided for illustrative purposes and is not intended to be a guarantee of future
growth rates or market opportunity; IBM analysis
© 2015 IBM21

22. Why choose IBM Commerce?
Powered
by Watson
Experience Design
Design based on a deep
understanding of our
users
Cognitive Power
Ability to see patterns
and make unlikely
connections
Industry Expertise
Scale with speed
by developing
asset-based
industry solutions
Open Ecosystem
Data exchanged
to develop
personalized customer
experiences
© 2015 IBM22

23. Learn how IBM can help you turn:
Transactions into relationships
Trust into loyalty
Policyholders into advocates
Suppliers into partners
© 2015 IBM23

24. Join the
conversation
Blog, YouTube,
Twitter, LinkedIn
and Facebook
© 2015 IBM24