Insurers' journeys to build a mastery in the IoT usage
Day1 1645 joanna_macleod
1. PRESENTED BY: Joanna Macleod
AMERICAN EXPRESS BUSINESS TRAVEL
Adapting to a changing environment – our journey so far
ECEW 14-15th May 2103
2. AGENDA
• The way we live is continually changing
• The customer service industry has evolved to
meet the service demands of our customers
• Virtual networks are now a proven model with
American Express transitioning more of its front
line travel consultants to a home based network
• Internal and client resistance to the evolving
model are focused around four themes
14th May 2013 AXP Public 1
3. THE WAY WE LIVE IS CONSTANTLY CHANGING
COMPUTING: CONNECTIVITY:
THEN…
(Classrooms / Lectures / Reading
Materials)
NOW…
(Tablets / Smartphones)
THEN…
(Dedicated Camera / Manually
Transfer Digital Files / Develop
Films
NOW…
(Instagram / Always With You
Camera (Smartphone) / Instant Digital
Effects / Share / Sync / Discover)
THEN… NOW…
NOW…
(Codecademy / Coursera / Interactive
/ Online / Accessible by Anyone
Anywhere Anytime)
PHOTOGRAPHY:
THEN…
(Desktops / Notebooks
NOW…
(Tablets / Smartphones)
EDUCATION:
14th May 2013 AXP Public 2
4. GLOBALISATION AND 24/7 DEMAND HAS CHANGED HOW WE SERVICE OUR CUSTOMERS
14th May 2013 AXP Public 3
Consolidation
Standardisation and
centralisation to large
centers
Home Based
Servicing
Virtualisation model
becomes proven and
starts growing
exponentially
We need to be more flexible with a global network of skilled customer facing professionals
Adaptive Global Network
Leveraging Home Base
Servicing, offshoring and local
service centers
Localised
Disparate, non-
standardised-servicing
Realignment
Responding to cost
pressures and demands
from customers for
increased quality of service
Offshoring and multi-
lingual regional hubs
Leveraging labour
arbitrage and achieving
economies of scale
5. THE TREND FOR CUSTOMER CONTACT EMPLOYEES TO MOVE HOME IS PROVEN
14th May 2013 AXP Public 4
As the US heads towards 63MM home workers by 2016, continued advances in technology
and process innovation present additional opportunities globally
20% of current customer contact employees are
home based with plans to double that amount by
2014
Participants saw increased results in:
• Employee Attendance 74%
• Employee Retention 64%
• Productivity 58%
• Seasonal Staffing 45%
• Intraday Staffing 38%
2013 AHCC Benchmarking
0%
20%
40%
60%
80%
0-20 21-40 41+
% of Customer Contact Team at Home
2013 2014
Connectivity
• High speed broadband
Staffing
• Desire for flexible shifts
New Hire Effectiveness
• Improved Virtual training capabilities
Engagement
• Social platforms
Enablers
AHCC = At Home Customer Contacts, AHCC_Benchmarking_Survey_Results
2016 increase, Gartner, Hype Cycle for Cloud Computing, August 2012
6. OUR HOME BASED SERVICING FOOTPRINT NOW EXTENDS ACROSS 13 COUNTRIES
14th May 2013 AXP Public 5
Home Based Servicing Agents as a % of total agents
Potential remains for expansion in both existing and new markets
45.4%
3.5%
7.1%
13.8%
21.0%
23.3%
23.5%
24.8%
24.9%
25.3%
56.9%
65.8%
77.8%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0%
Global
Singapore
Switzerland
Argentina
Mexico
France
United Kingdom
Netherlands
Belgium
Nordics
Canada
Australia
United States
Current 2013 Exit
7. THE BUSINESS CASE IS STRONG...
14th May 2013 AXP Public 6
Better Services & Solutions
Engagement & Loyalty Expense Reduction
• Fixed Cost reductions - real estate & related
• Flexible Cost Model
• Work-Life balance
• Work place happiness
• Platform Flexibility
• Crisis Management
• Retain/Attract Best Talent
8. Q2 2012 Q3 2012 Q4 2012 Q1 2013
Non-Virtual Virtual
2.3 ppt
...and their experience when calling out of hours
GREATER FLEXIBILITY IS CLEARLY BENEFITING OUR CLIENTS
14th May 2013 AXP Public 7
Trend in Customer Satisfaction
HBS migration
After Hours ServicingCore Servicing
0.7 ppt 1.4 ppt 2.6 ppt
With increases in customer satisfaction
during their travel booking experience…
9. WHAT ARE THE KEY CONCERNS?
1. Can’t control the home environment from a security perspective
2. People won’t work as hard at home
3. Cultural connection weakens at home
4. Service level slides because people are distracted
14th May 2013 AXP Public 8
