1.
How to Build a Digital Insurance Company
Copyright © 2013 Tata Consultancy Services Limited
1
TCS Confidential

2.
Social Influencers
Physical to Digital
Footprint
Realize Rapidly
Extend Portfolio
Reach Everyone
Sense Demand
Business Objectives as the Enterprise Evolves
Yesterday
Today & Tomorrow
Traditional Enterprise
Digital Enterprise
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TCS Confidential

3.
Social
media
Four
generations coexisting
Multi-channel
experiences
Global
reach
Evolving
technology
Customer
centricity
Next gen genomics, autonomous
vehicles, internet of things &
intelligent cities
Market drivers forcing evolution
Yesterday
Today & Tomorrow
Traditional Insurer
Digital Insurer
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TCS Confidential

4.
Top executives
Decision Support
Systems of Engagement
External
Stakeholders
Consumer technology
Mobile face
SOR Integration
Middle of the
Organization
Context
Public Cloud
Systems of
Record
Transactional workers
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TCS Confidential

5.
Characteristics of the Digital Enterprise
New Business
Models
Omni-Channel
Experience
Customer
Centric
Innovative Products
& Services
Insight Driven
Next Gen
Efficiency
Simplified
Processes
Improved
Effectiveness
Digitization of
Workplaces
Growth
Improved
Compliance
New Business Outcomes
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TCS Confidential

6.
Mobility & Pervasive
Computing
Channels
Cloud
AI &
Robotics
Business Processes
Five
Digital
Forces
Big Data
Analytics
Business Models
Products & Services
Customer Segments
Social
Media
Workplaces
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TCS Confidential

7.
Myth
Myth Buster
Direct to
consumers
only
•
Omni-channel
•
Flexibility for customer to use preferred channel
•
Ability to switch between channels without losing
context
Customer
segment of
one
•
It will never be for “1”
•
Better customer insight for finer segmentation
•
Contextualized offers & next best action
recommendation
•
Use both structured & un-structured data
•
Use externally available data wherever it makes
sense
•
Use data from social to complement internal CRM
data
“It’s all
about big
data”
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TCS Confidential

8.
Unify: Ability to provide a consistent customer
experience across brands, products, and channels
• Omni channel customer experience
• Matching & mapping of enterprise customer & social persona into
SocialCRM
Simplify: Ability to achieve operational
excellence in both business and IT
• Process simplification
• Application portfolio simplification
E R
Engage: Ability to create and
sustain customer engagement
•
•
•
•
•
•
Improved stickiness
Advocacy
Collaboration
Rewards
Value added productivity tools
Gamification
Respond: Ability to sense and
react to customers timely
• Anytime anywhere
• Real-time systems integration
• Insight driven next best action
recommendations
Engage
S
U
Respond
Simplify
Unify
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TCS Confidential

9.
Holistic Digital Strategy
Integrated insurance
digital experience
platform vision
Business
prioritization
Single executive
sponsor / owner
Small projects with continuous business value delivery
•
•
•
•
Web / portal redesign & consolidation
Web content migration & management
Insurance forms modernization
Multi-channel analytics & Voice of customer
•
•
•
•
Social data leverage & big data analytics
Backend service & data integration
Incremental legacy modernization
Infrastructure & availability optimization
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TCS Confidential

10.
Invention
R&D, CoEs
Internal Social
Network
External CoInnovation Network
1,000s of Ideas
Innovation
Derivative
Innovations
Platform
Innovations
Disruptive
Innovations
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TCS Confidential

11.
Optimize
Sustain
Digitize
Research
Areas and
Themes
Analyze
De-Risk
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TCS Confidential

12.
iAgent
Virtual
Assistant
Insurance
Quickpass
Telematics
CubuZZ
Social
CRM
Quotation
&
Illustration
Fraud
Analytics
& Data
Mining
Executive
Dashboard
GIS
Integration
Real Time
Integrated
Platform
for
Services &
Analytics
Knowledge
Mgmt &
Collaboration
Platform
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TCS Confidential

13.
1.45
Billion US$
Revenues*
21,700+ 2,500+
Employees
India’s Most Valued
Company by Market
Capitalization*
Domain
consultants
Leader in Enterprise Mobility
Services
- Forrester Research
110+
28
Clients
Countries
Worlds Most Innovative IT
Services Company**
Click here to download Digital Insurance White Paper
TCS Confidential
• FY13 Revenues
** Source : 2013
Forbes’ List of Worlds
Most Innovative
Companies
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14.
Thank You