CGU Insurance presentation at the 2012 ANZIIF Claims Convention on "The Connected Customer". The next frontier is all about Social, Mobile, Cloud

1. The Connected Customer
Claims Convention 2012
August 2012
g
The Future
2

2. 3
Digital
Di it l
Darwinism
Reference: Brian Solis

3. It is not the strongest that survive,
i t th t t th t i
nor the most intelligent
intelligent,
but the one most responsive to…..
change
- Charles Darwin
Measuring the Digital World
1 Asia-Pacific holds 41% of world’s internet population
2 eCommerce sales are posting double digit gains
3 Viewed 243 videos with viewing time of 21hr 22 mins
4 Mobile to eclipse desktop internet usage by 2014
5 Digital advertising to exceed ~$75 Billion by 2016
6 ~75% of ads will be socially enabled by 2015
7 >60% access social networks daily via smartphones
Reference: Various Sources

4. The Future is Now
7
Gamification

5. Gamification
Gamification

6. Gamification
Entertainment

7. 13
Sports

8. Socialympics
Socialympics

9. Socialympics
Socialympics

10. Socialympics
Socialympics

11. Socialympics
Showrooming

12. Showrooming
…..the act of examining merchandise i a b i k
th t f i i h di in bricks
and mortar retail store without purchasing it there,
then shopping online to find a lower price for the
same item
Reference: Wikipedia

13. Mobile
25
26

14. Mobile Apps
Mobile Apps

15. Mobile Advertising
m-Commerce

16. Social
32

17. Zuckerberg’s Law
By The Numbers
900+ Million Users
500+ Million Daily Users
4th Largest Website - Unique Daily Visits
Annual Revenue of $4.2B in 2011
$4 2B
Control 28% of Total O
C % f Online Ad S
Spend
McDonalds Market Value is $95.6B

18. More Addictive Than….
Visual Content

19. www.northcotehouse.com.au
Virgin America
Mobile Year in Review 2011 (cut).wmv

20. The Connected Customer
39
Generation C

21. 41
The New Marketing Playbook
Product Experience
p
Place Everyplace
Price Exchange
Promotion Evangelism
g

22. The New Marketing Playbook
Product Experience
p
Place Everyplace
Price Exchange
Promotion Evangelism
g
The New Sales Funnel

23. Innovation & Customer Experience
Creativity + Execution = $$$
Attract customers
Convert leads
Retain customers
Grow customers
Social Enterprise
4 Major Disciplines
for the
Social Enterprise
p
Reference: Salesforce

24. The Benchmark
Reference: Salesforce
Intermediated Insurance

25. Getting Social
Socially Active

26. Socially Active
Socially Active

27. Becoming Mobile
Becoming Mobile

28. Socially Active
Socially Active

29. Socially Active
Socially Active

30. Socially Active
Getting Social

31. Getting Social
Getting Social

32. Social Media 2012
1 Becoming a truly social enterprise – internal & external
2 Gain valuable business insights by listening intelligently
3 Crowdsourcing fresh ideas from biggest influencers
4 More than just text – expanding interactive media
5 Using social in a crisis to turn the frustrated into fans
6 Enhancing metrics & measures to align to business goals
7 Developing targeted lead generation programs
Social Media Monitoring

33. More B2B eBusiness Solutions
Online Online
Quoting Claims
Tools Capability
New Products
CGU
via
Portal
CGU Connect
What Can I Do?

34. Be Part of the Evolution
Evolution…