Digitalization will impact every facet of the insurance value chain, from brokers to interaction with customers to sales and claim management. Customer experiences are dynamic and they evolve with every interaction between the customer.

1. • work for an insurer or broker
• work for the marketing department
• were born after 1982
• you are c-suite
• management-level
• where are you from
• an insurer or broker
• the marketing department
• born after 1985
• board-level
• management-level
• where are you from

2. Digital Transformer, Strategist & Mananging Consultant
Caspar Fraiture

5. GDPR and PSD2
personalization
Be the owner of your
customer relations
Customer centric, be relevant.
Don’t say it, Just Do It.
Business platforms,
rich customer services
More holistic view of
Developments and
Opportunities
Top of mind
Brand awareness
Data Analytics
Customer Insights
Key Track for Success
Shift the mindset
Never ending

7. Digitalization is changing the world fundamentally, we can no longer ignore this

8. 1. Transforming to a
platform economy

9. 92% of advisors believe face-to-face contact is the most
important method of communication
BUT
82% of clients experience that digital contact is
most important
Accenture’s research ‘Closing the digital gap’

10. kills all other retailers
kills the hotel industry

11. Technology by itself is not the disruptor
Customer centricity is the biggest threat to any business
never kills other retailers, poor customer service does
doesn’t kill the hotel industry, limited availability and pricing do

12. Amazon doesn’t kill other insurers,
poor customer service does
Amazon is only the distributor of insurances

13. 2. The product
innovator

14. Robotisering bestaat al
Search via Google or Amazon?
35% of US households now have a smart speaker!

17. Technology is changing fast
IBM, Microsoft and Google are investing billions in developing supercomputers

18. Online webinairs
Watson… or
what about Synapse
• Cloud based
• Open source network
• Machine learning models
• Neuro technology

19. 3. Create a lean
organization

21. GDPR and PSD2
personalization
Be the owner of your
customer relations
Customer centric, be relevant.
Don’t say it, Just Do It.
Business platforms,
rich customer services
More holistic view of
Developments and
Opportunities
Top of mind
Brand awareness
Data Analytics
Customer Insights
Never ending
Key Track for Success
Shift the mindset

22. +31 6 53 883 964
Caspar FraitureDigital Transformer, Strategist & Mananging Consultant
c.fraiture@bvolve.nl
linkedin.com/in/casparfraiture
Let’s connect and transform
together