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Customer Centricity and Digital Disruption in Insurance

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Presentation slides from a Qualtrics webinar with John Parker (former CMO of Zurich North America) and Bruce Paul (principal consultant, banking and financial services at Qualtrics).

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Customer Centricity and Digital Disruption in Insurance

  1. 1. CustomerCentricity and Digital Disruption in Insurance
  2. 2. ©2016 QUALTRICS LLC. Speakers John Parker Former CMO of Zurich North America and current professor at Northwestern’s Kellogg School of Management Bruce Paul Principal Consultant, Banking and Financial Services Qualtrics
  3. 3. 1.  Seeds of Digital Disruption 2.  How Digital Can Help with: •  Dropping Loyalty •  Decreasing Touchpoints •  Growing Advice Gap •  Shrinking Margins ©2016 QUALTRICS LLC. Agenda
  4. 4. ©2016 QUALTRICS LLC. Seeds of Disruption Commoditization Disintermediation Lowering barriers to switching Reduction in touchpoints Transaction focus Encroachment of Fintech
  5. 5. ©2016 QUALTRICS LLC. Fin Tech
  6. 6. ©2016 QUALTRICS LLC. Digital Disruption Loyalty is dropping Touchpoints are decreasing Advice gap is growing Margins are shrinking
  7. 7. ©2016 QUALTRICS LLC. How Digital Can Help When Loyalty is Dropping Use data to focus on satisfaction and loyalty Segmentation to optimize the approach Real-time behavioral data to head off attrition
  8. 8. ©2016 QUALTRICS LLC. Digital Disruption Loyalty is dropping Touchpoints are decreasing Advice gap is growing Margins are shrinking
  9. 9. ©2016 QUALTRICS LLC. How Digital Can Help When Touchpoints are Decreasing Get simple, quick feedback after interactions React in real-time to problems: case management Look at journeys, not just touchpoints Empower the call center to do more
  10. 10. ©2016 QUALTRICS LLC. Digital Disruption Loyalty is dropping Touchpoints are decreasing Advice gap is growing Margins are shrinking
  11. 11. ©2016 QUALTRICS LLC. How Digital Can Help When Advice Gap is Growing Serve up advice based on survey feedback Target them on the website Utilize your CRM, other tools to optimize the message Prepare quarterbacks or center midfielders
  12. 12. ©2016 QUALTRICS LLC. Digital Disruption Loyalty is dropping Touchpoints are decreasing Advice gap is growing Margins are shrinking
  13. 13. ©2016 QUALTRICS LLC. How Digital Can Help When Margins are Shrinking Lower the cost to serve Identify and retain the high value clients Fail faster Manage expectations around problem resolution costs
  14. 14. ©2016 QUALTRICS LLC. Digital ADVANTAGE Real-time reaction Segment and understand customers better Customize customer experience Contribute to the bottom line
  15. 15. Q & A
  16. 16. Keystagesofthecustomerjourney Pre-Sales Capture new customer insights instantly on any channel. Drive customer conversion by delivering exactly what customers want. Application Process Improve the application process to increase customer satisfaction and drive completion rates. Onboarding & Cross-sell Optimize the onboarding process to ensure new customers are satisfied and responsive to cross- sell efforts. Answering Questions & Problem Resolution Empower your organization to optimize how it responds to feedback and ensure customer satisfaction by closing the feedback loop. Claims Anticipate claims based on customer behavior. Get feedback at every step of the process to learn and improve. Get post-claim feedback •  Website & mobile satisfaction •  Page-level feedback •  Market research •  Website feedback •  Agent CSAT •  Post-onboarding CSAT •  Holistic financial evaluation and barriers to conversion •  Problem incidence & resolution feedback •  Agent CSAT •  During claim feedback and correction •  Post-claim CSAT TARGETOUTCOMESSOLUTIONS

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