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Your cognitive future insurances
1.
©2015 IBM Corporation1
19 October 2015 Your cognitive future in the insurance industry Understanding customers and risk
2.
©2015 IBM Corporation2 The
insurance industry is facing a broad range of disruptive forces Rapid digitization Rising customer expectations Economic environment Sophisticated fraud Digitization is creating new modes of interaction and unprecedented connectedness, with increases in unstructured data from disparate sources The new generation of customer expects individualization, responsiveness, integration and seamless experiences1 Economic volatility and a challenging investment environment is adversely affecting the insurance sector and eroding profit margins Incidence, sophistication and severity of fraud is increasing Changing demographics Baby boomers are nearing retirement and millennials are impacting business across the board, from products to interactions $ Source: IBM Institute for Business Value Analysis 2015
3.
©2015 IBM Corporation3 To
navigate these forces, successful insurers need to excel in the three pursuits Engage, Discover and Decide Engage DecideDiscover Outperformers are 65% more competent in customer engagement than underperformers 66% more outperformers are strong in decision making 50% Outperformers 13% Underperformers 285% more outperformers make innovation a major priority Source: IBM Institute for Business Value Analysis 2015 66% Outperformers 40% Underperformers 68% Outperformers 41% Underperformers
4.
©2015 IBM Corporation4 Customers
demand speed, transparency and personal interaction – but many insurers struggle to meet it …of insurance CXOs agree customers demand more personalized experiences Engage Industry need1 Major areas in which insurers are not competent enough in delivering customer service Achievement gap2 How can insurers engage customers better, faster and more personalized? The key question Personalized experience Self service Addressing concerns with speed 53% 56% 63% 72%
5.
©2015 IBM Corporation5 Insurers
have limited capability in innovation and struggle to translate insight into innovation … of insurance CXOs are actively pursuing industry model innovation Discover Industry need Achievement gap Key roadblocks to pursuing disruptive innovation Insufficient business case/ modelling skills Insufficient buy-in from management Insufficient skilled resources Customers reservations to new possibilities 65% 52% 52% 51% 50% How can insurers free themselves from the contraints of traditional capabilities and foster innovation? The key question
6.
©2015 IBM Corporation6 Insurance
executives lack confidence in making strategic and cost reduction decisions Decide Industry need Achievement gap … of insurance executives are not confident in taking cost reduction decisions ⅔ … of insurance executives are not confident in taking strategic business decisions 45% 15 21 13 51 17 23 14 46 +12% +13% +7% -10% Control Decision support Management Transaction Comparison of maturity levels for Insurance finance and actuarial groups FSS BAO Level 3 FSS BAO Level 4&5 What capabilities can help insurers make correct and timely decisions efficiently? The key question
7.
©2015 IBM Corporation7 Cognitive
computing can provide a foundation for insurers to overcome these challenges Engage DecideDiscover Acts as a tireless agent providing expert assistance to human users Carries a conversation naturally, e.g. in human language Understands consumers from past history and enriches interactions with context- and evidence- based reasoning Helps people discover insights far above human levels Finds insights and connections, understands the vast amounts of information available Visualizes possibilities and validates theories like experts Offers evidence-based recommendations Evolves continually towards more accuracy based on new information, outcomes, and actions Provides traceability to audit why a particular decision is made
8.
©2015 IBM Corporation8 Insurance
executives believe cognitive computing will disrupt the insurance industry – and they plan to make cognitive investments 85% … of insurance executives believe cognitive computing will play a critical role in the future of their business1 Most insurance executives say they plan to invest in it2 Sources: IBM Institute for Business Value Cognitive Computing Survey (Q22,Q23) 2015, Insurance data … of insurance executives believe that it will play a disruptive role in the insurance industry 1 98% 13% 28% 55% 0% 20% 40% 60% 1-2yrs 3-4 yrs >= 5 yrs
9.
©2015 IBM Corporation9 To
learn how your organization can use cognitive computing to open up opportunities in the insurance industry, please contact: Visit our website to read full report on this topic: ibm.biz/cognitiveinsuranceibv Contact study authors Craig Bedell Global Insurance Executive IBM Sales & Distribution cbedell@us.ibm.com Christian Bieck Global Insurance Leader IBM Institute for Business Value christian.bieck@de.ibm.com John Franzis Insurance Industry Leader IBM’s Watson Group jfranzis@us.ibm.com Anthony Marshall Research Director and Strategy Leader IBM Institute for Business Value anthony2@us.ibm.com Dr. Sandipan Sarkar Cognitive Computing Leader IBM Institute for Business Value sandipan.sarkar@in.ibm.com
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