World Insurance Report 2014- Australia vis-a-vis rest of the world

1. All materials under non-disclosure
till February 26, 2014
Australia —
Key Findings Deck
February, 2014

2. Agenda
World Insurance Report 2014 (WIR14) Introduction
WIR 2014 High Level Key Messages
WIR 2014 Key Findings Overview
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
1

3. Each Year, Capgemini Publishes Insights on the Insurance Sector
Through its World Insurance Report
World Insurance Report Featured Topics
Featured Topics
Customer
Experience
Index (CEI) and
Digital
Capabilities of
Insurers
Note:
Customer
Experience
Index (CEI)
and Evolving
Distribution
Strategies
Policy
Claims
MultiAdministration Transformation Distribution
Transformation
Model
Customer and
Distribution
Analysis
Optimizing the
Insurer,
Distributor and
Customer
relationship
WIR was not published in 2010
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
2

4. WIR 2014 Addresses Operational Efficiency and Assesses Digital
Capabilities of Insurers while Continuing the CEI from Last Year
Efficiency
Ratio Model
14 countries
Five ratios analyzed:
• Claims Ratio
• Acquisition Ratio
• Operational Ratio
• Investment Ratio
• Underwriting Ratio
World
Insurance
Report
2014
Customer
Experience
Index (CEI)
15,500 customers
30 markets
Exploring three dimensions:
• products
• networks/channels
• customer lifecycle
Spotlight
Digital Capabilities
of Insurers
• Current state of insurer
digital capabilities
• Need for insurers to go
digital given the growth of
internet and mobile channels
• Digital transformation
to achieve top and
bottom-line growth
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
3

5. The Report’s Findings Draw on Data from 30 Markets
and are based on Extensive Executive Interviews
Countries Covered
 Argentina
 France
 Norway
 Sweden
 Australia
 Germany
 Poland
 Switzerland
 Austria
 Hong Kong
 Portugal
 Taiwan
 Belgium
 India
 Russia
 The Netherlands
 Brazil
 Ireland
 Singapore
 UK
 Canada
 Italy
 South Africa
 US
 China
 Japan
 South Korea
 Denmark
 Mexico
 Spain
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
4

6. Interviews were Conducted with More Than 100 Leading
Insurance Companies Across The Globe …
Executive Interviews
The following insurers agreed to be named in the report






AG Insurance
Ageas UK Limited
Allianz Italia
Allianz Polska
AMF
Asistencia Sanitaria Collegial S.A.






Ethias NV / SA
Folksam
Gruppo Generali Espana
Helvetia Italy
Insurance Australia Group
Jupiter MGA
 Santalucía Insurance Company
SA
 Seguros Catalana Occidente
 Skandia Old Mutual Wealth
 Sparebank1 Forsikring AS
 SulAmerica Seguros







AXA Polska
AXA Seguros Generales Espana
Belfius Insurance
Cardif
Caser Seguros
CNA
Compensa TU SA Vienna







Kemper Property & Casualty
Länsförsäkringar AB
Llyods Banking Group
Mapfre
Mutua Madrileña
NFU Mutual Insurance Society Ltd
Nordea Liv & Pension
 Previdencia e Investimentos
 TAL
 Towarzystwo Ubezpieczeń
Europa
 Warta SA
 Wesfarmers Insurance
 Willis
Insurance Group
 Delta Lloyd (Belgium)
 Porto Seguro Seguros
 PZU SA
 Zurich Financial Services
Australia Ltd
 Direct Line Group
 DNB Skadeforsikring AS
 Ergo Insurance N.V. (Belgium)
 Quixa
 Royal London Group
 RSA – Sun Insurance Office
 Zurich Seguros
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
5

7. Agenda
World Insurance Report 2014 (WIR14) Introduction
WIR 2014 High Level Key Messages
WIR 2014 Key Findings Overview
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
6

8. 2014 World Insurance Report, Key Messages
 Insurers had generally higher profits in 2012 mainly due to lower catastrophe related
claims and increased use of newer technologies and channels to improve operating
and acquisition ratios
 There is a clear link between positive customer experiences and firm profitability and
with close to 70% of customers who do not have positive experience with their
insurers, insurers have significant scope and opportunity to enhance customer
experience and improve their profit margins, leveraging digital channels
 Insurers report that within 5 years they expect nearly one-third of their business to
occur over digital channels – Digital transformation is an effective approach to meet
the increasing demands of customers, create positive experiences, and secure
customer loyalty. This along with operational excellence is the way forward for
insurers aiming to boost their bottom line growth
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
7

9. Agenda
World Insurance Report 2014 (WIR14) Introduction
WIR 2014 High Level Key Messages
WIR 2014 Key Findings Overview
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
8

10. Efficiency Model — Key Findings
 Absence of major catastrophic events helped insurers post improved claims ratios in 2012:
•
Claims expenses that touched record levels of $126 billion in 2011 fell to $77 billion in 2012 due to lower number of
catastrophe related claims.
•
In Australia, compared to the $4.4 billion in claims paid out in 2011, non-life insurers paid only about $1.0 billion in 2012.
•
Insurers also benefited from better aligning premiums to payouts in response to the record claim volume of 2011.
 Insurer efforts in utilizing direct channels and newer technologies to acquire and serve customers
helped achieve operational efficiencies:
•
Reduction in head count and increased use of direct channels such as internet and mobile were some of the steps taken
by insurers to reduce costs.
•
Insurers who have begun making these investments might witness increased cost ratios in the short term as these efforts
would take time to fructify.
 Customers are gradually shifting to new alternative channels such as internet and mobile, creating
opportunities for insures to improve their top and bottom-lines.
•
While internet-PC is already an important channel across all age groups in Australia, the importance of the mobile
channel is fast rising, especially among the younger age customers in the country.
 2012 turned out to be a good year for insurers, as profit margins of most insurers improved
steadily:
•
Aided by favorable weather conditions, increased premium volumes, better management of operating and acquisition
expenses, and stable macro-economic environment, insurers in most regions were able to post higher profit margins.
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
9

11. Australia witnessed the biggest improvement in underwriting ratio
aided by lower claims costs due to absence of any major disasters
Non-Life Insurance Expenses as a Percentage of GWP (%), 2009–2012
PP Change
2011-12
(4.2)
(3.8)
(3.7)
(3.7)
(2.1)
(0.6)
(0.3)
(0.1)
2.6
6.5
10.4
NA
19.2
6.3
(3.4)
7.8
6.4
4.8
(12.8)
(0.6)
(3.1)
(6.8)
(1.5)
(9.3)
(4.4)
(1.1)
12.5 14.0
91.9
13.1 16.6
94.3
14.4 14.2
87.5
16.9
20.4
97.9
8.2 15.1
100.9
7.2 15.9
100.1
7.7 16.4
91.6
6.7 15.4
98.1
95.9
94.7
94.4
97.0
9.7 16.6
9.4 16.3
9.7 16.3
10.2 16.0
8.6 16.1
103.7
8.4 16.1
99.2
8.2 15.9
96.9
8.5 15.5
96.8
102.0
99.2
101.4
100.8
9.4 6.2
6.16.1
6.05.8
5.56.1
18.9
18.6
110.5
15.5
18.8
104.7
15.7
18.8
97.7
13.7 18.2
95.6
19.7
18.2
105.6
18.9
17.9
105.8
19.0
17.3
110.5
20.9
16.3
106.8
13.3 11.5 91.9
13.2 12.2 95.9
15.4 11.2 98.3
15.8 10.3 94.6
8.2 14.0
90.5
8.2 15.0
88.9
8.8 15.2
87.4
12.5 16.1
87.1
60
9.0 15.7
87.2
9.7 15.1
89.8
14.3
20.4
95.0
14.2
20.4
91.2
80
10.6 16.7
101.3
10.9 17.3
102.0
10.9 18.1
97.9
11.6 18.1
93.7
Underwriting Ratio (%)
100
19.4
16.6
99.1
18.5
16.7
96.2
17.6
16.4
105.4
16.7
16.4
95.6
120
10.6 14.0
102.0
11.3 13.1 94.9
10.6 13.0
9.0 12.6 104.4
121.2
140
6.3 123.3
31.8
5.7132.9
26.2
6.3 122.2
(9.8)
30.3
2009-11
(16.8)
40
73.0
70.4
63.2
63.7
86.4
87.0
89.6
89.2
68.3
65.7
63.4
58.5
79.0
74.7
72.8
72.8
69.5
69.0
68.4
70.8
77.6
77.0
67.5
76.0
65.5
64.5
58.9
60.6
86.8
95.3
89.7
NA
2009
2010
2011
2012
2009
2010
2011
2012
2009
2010
2011
2012
2009
2010
2011
2012
2009
2010
2011
2012
2009
2010
2011
2012
2009
2010
2011
2012
2009
2010
2011
2012
2009
2010
2011
2012
62.5
65.0
60.3
56.6
2009
2010
2011
2012
Germany
67.7
69.1
74.2
69.6
74.0
73.8
68.9
64.0
2009
2010
2011
2012
Belgium
2009
2010
2011
2012
63.0
61.0
71.4
62.5
2009
2010
2011
2012
67.1
70.5
71.7
68.5
77.4
70.5
97.6
82.8
2009
2010
2011
2012
20
UK
Netherlands
Spain
Italy
Switzerland
France
Brazil
0
Australia
Japan
Canada
US
Underwriting Ratio
Acquisition ratio
India
Operational Ratio
Despite substantial reduction in claims paid out in 2012 compared to 2011, higher reinsurance
costs, as well as lower interest rates, had an adverse effect on profit margins in Australia
Note:
The ratios are valid only for non-life insurance; The ratios reflect non-life data as reported by the countries themselves, and hence include health insurance for
Belgium, India, Italy, Spain, Switzerland, and the Netherlands; At the time of analysis, 2012 data was not available for India, where the financial year ends
March 31st; The previous year ratios may have changed based on the refresh of results for some of the companies; PP refers to percentage points.
Source: Capgemini Analysis, 2013
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
10

12. While Australia witnessed a significant improvement in claims
ratio, the acquisition and operating ratios remained stable
Improvement in Australia’s acquisition ratio
was likely due to the rise in 2012 premium
rates, given the spate of disasters to befall
the country in 2011, as well as the
possibility of lower commissions
Countries /
PP Change in
Ratios,
(2011-12)
A significant improvement in claims ratio in Spain
was offset by deterioration of operational and
acquisition ratios leading to a very minor
improvement in underwriting ratio
Australia Japan Canada Belgium Germany U.S.
U.K.
Netherland
Spain
Italy
Switzerland France
Brazil
India
Claims Ratio
-14.8
-8.9
-4.9
-3.7
-3.2
-4.6
0.5
-0.4
-4.9
0.0
2.4
8.5
1.7
NA
Operational
Ratio
-1.6
-0.9
0.7
-0.1
0.4
1.9
-2.0
-0.5
3.7
0.3
0.5
-1.0
2.5
NA
Acquisition
Ratio
-0.5
0.0
0.0
0.0
-0.9
-1.0
-0.6
0.3
0.9
-0.4
-0.3
-1.0
6.2
NA
Underwriting
Ratio
-16.8
-9.8
-4.2
-3.8
-3.7
-3.7
-2.1
-0.6
-0.3
-0.1
2.6
6.5
10.4
NA
The large improvement in underwriting ratios
across Australia, Japan, and Canada was
primarily driven by improvements in their claims
ratios
Underwriting ratio of non-life insurers in
France was badly impacted by the increase in
claims ratio which was driven by many low
and medium-intensity damages caused by the
cold wave in 2012
Note:
PP refers to percentage points; Refers to change; 2012 Data for India is unavailable.
Source: Capgemini Analysis, 2013; Company Annual Reports, 2009-12; Industry Reports from Insurance Associations and Regulators
High Deterioration
Medium Deterioration
Low Change
No change
Medium Improvement
High Improvement
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
11

13. CEI — Key Findings
 Several insurance markets witnessed marginal improvements in their CEI scores, however the
overall percentage of customers having positive insurance experiences remains low:
•
Except US, where 51% customers reported positive experiences, all other markets had more than half of their customers
with either neutral or negative experiences, presenting a potential flight risk challenge.
•
Australia witnessed a significant deterioration of positive experience levels causing it to slip four places from second last
year to sixth this year.
 There is a strong link between the level of positive experiences and factors that drive profitability:
•
Customers with positive experiences are nearly twice as likely to refer their friends or buy additional products from their
insurers.
•
This behavior gets predominant in emerging markets such as Latin America and Developing APAC, clearly indicating a
huge opportunity for insurers trying to tap into these markets that have huge growth potential.
 Agent is still the dominant channel, however convenience and ease of use is driving
customers, especially the younger ones towards digital channels:
•
Excluding the agency channel, new age digital channels such as internet has overtaken other traditional channels such
as the bank and broker to emerge the next most popular one.
•
In emerging markets such as Latin America and Developing APAC, internet and mobile were cited as highly important by
younger customers
•
Even in Australia, the importance of the mobile channels among the younger customers is increasing, making it
imperative for insurers to focus on enhancing their mobile capabilities.
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
12

14. World Insurance Report Voice of the Customer (VoC) Survey
Covers 30 Countries Across Five Regions
Countries Covered in WIR 2014 for the VoC Survey
North America
 Canada
 US
Latin America
 Argentina
 Brazil
 Mexico
Western Europe
















Belgium
France
Germany
Denmark
Ireland
Italy
Netherlands
Portugal
Spain
Norway
Sweden
Switzerland
UK
Austria
Poland
Russia
Developed
Asia-Pacific
 China
 India







Developed
Asia-Pacific
Australia
Hong Kong
Japan
Singapore
South Korea
Taiwan
South Africa
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
13

15. The 2014 WIR Customer Experience Index (CEI) Measures
Customer Experience Across Three Dimensions
Dimensions of Capgemini’s Insurance Customer Experience Index (CEI)








Life and Savings
Pensions and Annuities
Automobile Insurance
Property Insurance
Research and Getting a Quote
Policy Acquisition
Policy Servicing
Claims Servicing
CEI
Channels / Networks
 Insurance Agents
 Insurance Brokers
 Bank Branches
 Phone / Call Centre
 Internet
 Mobile
The 2014 WIR Voice of the Customer (VoC) will provide insights into customer
satisfaction levels with personal-line insurance products and distribution channels.
Source: Capgemini Analysis, 2013
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
14

16. Australia witnessed a significant deterioration in the percentage of
customers with positive experience levels
Insurance Customers with a Positive/Negative Experience by Country (%), 2013
3%
4%
5%
3%
4%
6%
6%
5%
7%
9%
6%
6%
8%
9%
4%
5%
10%
5%
8%
7%
11%
10%
8%
7%
8%
8%
8%
13%
7%
9%
46%
52%
52%
54%
55%
54%
54%
56%
54%
52%
57%
60%
60%
59%
64%
63%
59%
64%
62%
63%
62%
62%
66%
71%
71%
72%
73%
69%
77%
76%
Negative Experience
US
Netherlands
Austria
South Africa
Canada
Australia
Belgium
Germany
Argentina
Switzerland
France
Ireland
India
Mexico
UK
Portugal
Brazil
Spain
Italy
Poland
Denmark
Norway
Sweden
Japan
Taiwan
Russia
Singapore
Hong Kong
China
South Korea
Neutral Experience
51%
44%
44%
43%
41%
41%
40%
40%
39%
39%
37%
34%
32%
32%
32%
31%
31%
31%
30%
30%
28%
27%
26%
22%
21%
20%
20%
18%
16%
15%
4.5%
18.2%
0.0%
1.0%
(3.4%)
(4.7%)
1.0%
(0.5%)
1.2%
5.6%
3.2%
6.5%
(7.1%)
(8.4%)
(11.2%)
12.3%
(0.9%)
2.9%
7.0%
4.1%
1.8%
4.7%
9.0%
8.8%
2.2%
(0.3%)
(3.5%)
(1.0%)
(2.9%)
1.7%
% Point Change for
Positive Experience
2012–13
Positive Experience
As a result of this deterioration, Australia slipped four positions to 6th in 2013 from 2nd in 2012
Source: 2013 Insurance Voice of the Customer Survey, Capgemini, 2013
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
15

17. Australian non-life insurance customers with positive experience
are nearly twice as likely to refer a friend to their insurer
Percentage of Customers with Positive and Neutral or Negative Experiences Likely to
Refer a Friend to their Insurer, (%)
Life
100%
33% 67%
26% 74%
40% 60%
Non-Life
25% 75%
30% 70%
28% 72%
80%
100%
40% 60%
31% 69%
52% 48%
54%
33% 67%
40% 60%
35%
37%
48% 52% Overall % of
52%
customers
with positive
and neutral
or negative
experiences
80%
71%
68%
58%
60%
60%
46%
41%
40%
44%
37%
34%
36%
36%
40%
28%
19%
20%
19%
21%
18%
25%
24%
17%
20%
41%
19%
0%
0%
Latin
America
Developing
APAC
North
America
Developed
APAC
Europe
Australia
Customers likely to refer a friend as a percentage
of customers with Positive Experience
Latin
America
Developing
APAC
North
America
Developed
APAC
Europe
Australia
Customers likely to refer a friend as a percentage of
customers with Neutral or Negative Experience
For life insurance, it is likely that, in addition to positive experience, several other factors such as
brand, quality of advice, and financial performance play a major role in obtaining customer referrals
Source: 2013 Insurance Voice of the Customer Survey, Capgemini, 2013
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
16

18. Overtaking traditional channels, internet-PC has emerged more
important, as perceived by customers across all age groups
Channel Importance by Region (%), Younger vs Older Customers
Traditional Channels
Agent
Australia
Developing
APAC
Latin
America
Developed
APAC
North
America
Europe
Difference
43%
43%
(0%)
Digital Channels
Phone
Difference
43%
67%
49%
57%
59%
65%
40%
44%
(8%)
(6%)
(4%)
63%
(12%)
75%
50%
55%
(5%)
48%
44%
56%
56%
37%
41%
4%
45%
45%
35+ years
Difference
22%
0%
38%
38%
52%
50%
0%
38%
38%
43%
41%
2%
2%
43%
43%
0%
0%
59%
3%
56%
(2%)
48%
52%
0%
Internet-Mobile Difference
43%
52% (13%)
65%
(24%)
(4%)
59%
61%
Internet-PC
(4%)
21%
28%
22%
42%
23%
31%
25%
6%
19%
6%
18 – 34 years
While mobile is not quite popular among the older age groups, its importance is fast rising among the
younger customers, making it imperative for insurers to focus on enhancing their mobile capabilities
Source: 2013 Insurance Voice of the Customer Survey, Capgemini, 2013
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
17

19. Spotlight — Key Findings
 Within the next five years, nearly one-third of insurance business is expected to be
generated via digital channels:
• While the contribution of internet-PC is expected to nearly double, it is the growth of mobile channel- 510 times its current contribution, that is creating several opportunities for insurers.
 Globally, there is a significant scope for improvement in the level of digital features
offered by insurers:
• Majority insurers are offering higher levels of digital capabilities by assisting customers in research and
providing quotes, however when it comes to the truly important stage of claims servicing, insurer
offerings often fall short of customer expectations.
• North-American insurers are digitally more advanced than insurers in other regions and similarly nonlife insurers are much more digitized than their life counterparts.
 Digital maturity, which is strongly related to profitability and efficiency, is relatively
low for the insurance industry:
• Firms with a strong digital presence and customer focus are 26% more profitable than other firms.
• Few leading insurers are using advanced and innovative digital features to service customers and
enhance client-centricity.
 Digital intensity in combination with investments in channel integration, multiple
touch points, and predictive analytics is likely to drive bottom line growth.
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
18

20. Digital transformation entails a profound shift in the insurance firm
and its relationship with distributors, suppliers, and end-customers
Operational and Business Model for Successful Digital Transformation
End Customers
Customer Experience
Research
and Get a
Quote
Services
Policy
Acquisition
Policy
Servicing
Insurance product
Claims
Servicing
Focus Area
for WIR 2014
Services
Customer Interactions
Customer Interactions
Insurer Front Office
Distributors and
Partners
Business Information
and Data Management
INSURER BACK OFFICE
Sales/Service
Staff, Intermediaries, an
d Suppliers
Insurance Company
Insurers who can successfully execute the move toward digital transformation will be best
positioned to capture the upcoming growth opportunities
Maturity of
Development
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
19

21. Insurers would need to implement key functionalities for various stages
across the insurance life cycle to enhance customer experience
Key Areas of Functionality Across insurance Life Cycle
Research and Get a
Quote
Policy Acquisition
Policy Servicing
Claims Servicing
Static/Dynamic
Organizational Information
Online Application and
converting quote to policy
Policy Details/View
Online Claims Notification
Real-Time Information
Capture/Gathering
Document Management
Policy Changes
Online Claims Processing
Proactive Prospecting
Payment and Policy
Issuance
Reminders, Billing, and
confirmation
Claims Reports Including
Tracking
Proactive Query and
Complaint Resolution
Proactive Claims
Identification, Assistance and
Processing
Customizable Quote
Generation
Seamless Multi Channel Integration
Ability to Transact through Various Touch Points
Effective Data Management and Use of Predictive Analytics
Important area for customers
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
20

22. While insurers are providing advanced quote gathering features, there is a
significant scope for improving policy and claims servicing features
Digital Online Capability Levels by Value Chain for Different Regions, 2013
Insurance
Research and
Get a Quote
Policy
Acquisition
Policy
Servicing
Claims
Servicing
North America
Europe
Life
Asia-Pacific
North America
Europe
Non-Life
Asia-Pacific
Basic
Note:
Basic:
Intermediate:
Advanced:
Leading Practice:
Intermediate
Advanced
Leading Practice
A primitive online feature providing simple information;
Customers can interact via online channel;
Insurers are able to respond back to customer requests and simple transactions can be completed online;
The entire transaction life-cycle can be completed online without the need to be present in person
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
21

23. Across different insurance life cycle stages, insurers have adopted
few leading digital practices to enhance customer experience
Leading Digital Practices Across the Insurance Value Chain
Policy
Acquisition
Research and
Get a Quote
Claims Servicing
Policy Servicing
High Importance Area
for Customers
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
22

24. Additionally, some other leading practices adopted by insurers
globally have been truly innovative
Additional Leading Digital Practices Adopted by Insurers
Marmalade – Targeting
Young Drivers
Glow App –
Fertility App
Bupa’s Apps – Encouraging
Healthy Lifestyle
Allstate’s All Inclusive
Mobile App for Claims
Verti – A Complete Online
Insurance Experience
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
23

25. Customer centric approach to digital is important for top-line but
insurers need to streamline their operations for bottom-line growth
Way Forward for Effective Digital Transformation
Customer Centric Approach
Top-Line
Growth
Effective Digital Transformation
Operational Excellence
Seamlessly Integrated
Multiple Channels
Ability to Transact
through Various Touch
Points
Effective Data
Management and Use
of Predictive Analytics
Bottom-Line
Growth
Significant technology investment is essential to ensure operational
excellence and effective digital transformation
The information contained in this presentation is proprietary.
Copyright ©2014 Capgemini. All rights reserved.
24

26. www.capgemini.com
The information contained in this presentation is proprietary.
© 2014 Capgemini. All rights reserved.