Mais conteúdo relacionado Semelhante a Captivating Customers with All Channel Experiences Semelhante a Captivating Customers with All Channel Experiences (20) Captivating Customers with All Channel Experiences2. 2Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Meet the Presenters
Jeff To
Senior Director, Insurance
Salesforce
Nigel Walsh
Vice President, Insurance
Capgemini
Donna Peeples
Former Chief Customer
Experience Officer at AIG
Paul Carroll
CEO
Insurance Thought Leadership
Moderated by
3. 3Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Customer Experience Declined Globally Indicating Insurers Are
Not Keeping Up With Customer Expectations
4. 4Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
The U.S. Witnessed a 10% Decline in the Percentage of
Customers Having a Positive Experience
Customers with Positive Experience, by Region (%), 2013–2014 % Point Change
2013–14
(8.3%)
(3.4%)
22.0%
23.6%
28.7%
30.0%
39.7%
40.8%
24.3%
25.8%
34.0%
33.4%
47.9%
51.3%
Developing APAC
Developed APAC
Latin America
Europe
North America
U.S.
2013 2014
(5.3%)
(2.2%)
(2.3%)
(10.5%)
5. 5Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Capgemini’s All Channel Experience (ACE) Capability Framework
Can be Utilized to Identify Gaps in an Insurer’s Current Capabilities
Source: Capgemini Financial Services Analysis, 2014
6. 6Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Customers Expect to be Served Via Their Preferred Channel
Throughout Their Journey…
Collaborate
Customize
Choice
Consistency
Context
Connectivity
Closed-Loop
Knowledge
Management
Chatter
Collaboration
Employee
Records
Time Off
Manager
Performance
Management
Expense
Management
Content
Management
Organizational
Improvement
Recruiting
Management
Productivity
Distribution
Management
Marketing &
Prospecting
Claims Servicing Customer Service
Agents/
Underwriters
Call Center Online Sales Self-Service Mobile Social
7. 7Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
…With a Seamless Service to Insurance Agents Through
Their Preferred Channel of Choice
Integrating the Flow of Information, Systems and Business Processes
Providing a Seamless Customer Experience Across Any Set of Channels
Enhanced
Customer
Experience
Value for
Insurers:
Acquisition
and
Retention
Collect and email
accident details
Create and submit
a claim
View status of
previous claims
made
Access to other
services (rental
agency, towing
truck, police, etc.)
Access Product
Catalogues
Enable
E-Application
Presales – Quote
and Product
Displays
POS Closure
STP Solution for
Policy Purchase
and Claims
Customer
Servicing
Click to
call/SMS/email
Agent locator
View/file requests
and complaints
Call branch for
quote
Get latest quotes
by submitting
details
View
advice/FAQ/video-
demos
E – Application
Policy Status &
Coverage
Verification
Alerts on
Application
Status
Policy Issuance
Confirmation
STP Solution for
Policy Purchase
Manage accounts
Edit insured
information
Alerts (billing,
claims, impending
natural disasters)
View/Pay
insurance bills
Add bill payment
reminders to
calendar
Agent Enablement
New Business –
Quote &
Acceptance
Underwriting &
Policy Issuance
Policy Lifecycle
Services
Claims
8. 8Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Roadmap to the Future
9. 9Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Single source of truth
for all customer
interactions across
products and
channels.
Policyholder / agent
communities for self-
service and
collaboration.
Intelligent
prioritization of leads
from all channels
Visibility &
management of
customer
opportunities across
all channels from 1st
touch to servicing
Customer sees no
distinction between
marketing, sales, and
service.
Customer journeys
drive next best action
for marketing, sales,
and service.
Actionable insights in
real-time
Agile delivery of
highly strategic
capabilities.
• 31% increase in
customer retention
• 34% increase in
first call resolution
• 34% increase in
cross-sell / up-sell
• 33% increase in
lead conversion
• 50% increase in
sales lead volume
• 29% increase in
revenue
• 40% reduction in time
to
make decisions
• 44% reduction in
problem resolution
time