Today’s customer experience levels with insurers are consistently bad, with fewer than 30% of customers having positive customer experiences globally– and it’s getting worse, according to the World Insurance Report 2015. Many insurers see the threat this poses to their businesses and hope to do better, but it’s not so easy, particularly when creating integrated hybrid interactions between agents and digital channels. As one Capgemini study found, insurers must excel on seven capabilities but are typically far behind on three, including “connecting elegantly” with the customer. This webinar illustrates the digital capabilities insurers need, including a road map to creating all-channel experiences that delight and help retain customers.

2. 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

10. www.capgemini.com/financialservices
Download Cloud Transformation in Insurance at
www.capgemini.com/insuranceACES
For more information, contact us at Insurance@capgemini.com