Een hoger zakencijfer door positieve klantenervaringen (Jan Verlinden) - Belgian Insurance Conference 2014
•
1 j'aime•458 vues
Belgian Insurance Conference 2014 - Een hoger zakencijfer door positieve klantenervaringen (Jan Verlinden)
Recommandé
Recommandé
Contenu connexe
Tendances
Tendances (20)
Similaire à Een hoger zakencijfer door positieve klantenervaringen (Jan Verlinden) - Belgian Insurance Conference 2014
Similaire à Een hoger zakencijfer door positieve klantenervaringen (Jan Verlinden) - Belgian Insurance Conference 2014 (20)
Plus de Wolters Kluwer Belgium
Plus de Wolters Kluwer Belgium (11)
Dernier
Dernier (20)
Een hoger zakencijfer door positieve klantenervaringen (Jan Verlinden) - Belgian Insurance Conference 2014
- 1. Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden Insurance Leader Belgium Capgemini
- 2. World Insurance Reports bring Insights on the Insurance Sector 27-11-2014 Customer Experience Index (CEI) 15,500 customers 30 markets Exploring three dimensions: • products • networks/channels • customer lifecycle Efficiency Ratio Model 14 countries Five ratios analyzed: • Claims Ratio • Acquisition Ratio • Operational Ratio • Underwriting Ratio • Investment Ratio Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Spotlight Digital Capabilities of Insurers • Current state of insurer digital capabilities • Need for insurers to go digital given the growth of internet and mobile channels • Digital transformation to achieve top and bottom-line growth
- 3. Customer Experience Index (CEI) measures the Customer Experience Across Three Dimensions 27-11-2014 CEI Channels/Networks Life and Savings Pensions and Annuities Automobile Insurance Property Insurance Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Research and Getting a Quote Policy Acquisition Policy Servicing Claims Servicing Insurance Agents Insurance Brokers Bank Branches Phone/Call Centre Internet Source: Capgemini World Insurance Report, 2014 Mobile
- 4. A Satisfied Customer has not necessarily a Positive Customer Experience Satisfaction CEI Satisfaction CEI Satisfaction CEI Satisfaction 27-11-2014 72% 70% 70% 40% 44% 37% 54% 57% Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Source: Capgemini World Insurance Report, 2013 & 2014 67% 17% 17% 20% 21% 11% 13% 6% 4% 10% 6% 12% 40% 52% 55% 5% CEI Belgium The Netherlands France Germany
- 5. Customers with a positive Customer Experience are more as twice as likely to refer a friend 100% 80% 60% 40% 20% 27-11-2014 68% 54% 52% 100% 80% 60% 40% 20% Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini 71% 58% 46% 37% 36% 21% 41% 34% 28% 19% 19% 12% 0% Latin America Developing APAC North America Developed APAC Europe Belgium Life 33% 67% 26% 74% 40% 60% 25% 75% 30% 70% Overall % of customers with positive and neutral or negative experiences Customers likely to refer a f riend as a percentage of customers with Positive Experience 35% 37% Customers likely to refer a f riend as a percentage of customers with Neutral or Negative Experience 25% 44% 36% 25% 17% 19% 8% 0% Latin America Developing APAC North America Developed APAC Europe Belgium Non-Life 36% 64% 40% 60% 31%69% 52% 48% 33% 67% 40%60% 46%54% Source: Capgemini World Insurance Report, 2014
- 6. Internet is emerging as preferred channel, also in Belgium Belgium The Netherlands France Germany 27-11-2014 Intermediary Internet/PC Internet/Mobile 51% 59% 60% 63% 37% 24% 56% 58% 48% 52% 57% 58% 48% 52% Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Europe Source: Capgemini World Insurance Report, 2013 & 2014 53% 39% 75% 55% 42% 59% 63% 50% 68% 40% 57% USA 32% 56% 43% 59% 46% 15% 25% 22% 27% 22% 18% 33% 25% 23% 42% 31% 16% 35+ years 18 – 34 years World Insurance Report 2013
- 7. How can Customer Experience be infuenced? N° of interactions of customers with their insurer 20% 27-11-2014 26% Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini 45% 9% 1 interaction Source: Capgemini World Insurance Report, 2007
- 8. Customers expects Digital and Mobile connections in Sales and Claims processes 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Nearly 1/3 of insurance business is expected to be generated via digital channels within the next five years Firms with a strong digital presence 26% and customer focus are 26% more profitable than other firms Nearly 39.5% of non-life customers and 37.5% of life customers say the ability to research products and receive price quotes online is the most important digital capability 40% Nearly 24.5% non-life customers view the ability to service their claims via mobile as important 25%
- 9. 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Research & Quoting Policy Acquisition & Underwriting Policy Administration & Servicing Claims Servicing Some examples …
- 10. 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Research & Quoting Policy Acquisition & Underwriting Policy Administration & Servicing Claims Servicing Some examples …
- 11. 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Research & Quoting Policy Acquisition & Underwriting Policy Administration & Servicing Claims Servicing But … Insurers can do more
- 12. 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Research & Quoting Policy Acquisition & Underwriting Policy Administration & Servicing Claims Servicing But … Insurers can do more
- 13. 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Research & Quoting Policy Acquisition & Underwriting Policy Administration & Servicing Claims Servicing But … Insurers can do more
- 14. 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Research & Quoting Policy Acquisition & Underwriting Policy Administration & Servicing Claims Servicing But … Insurers can do more
- 15. 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Research & Quoting Policy Acquisition & Underwriting Policy Administration & Servicing Claims Servicing But … Insurers can do more
- 16. 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Research & Quoting Policy Acquisition & Underwriting Policy Administration & Servicing Claims Servicing But … Insurers can do more
- 17. Digital Transformation is more than Window Dressing 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini • Social listening • 360°view of the customer • Digital marketing & campaigns • Workflow Management • Big Data Analytics • Predictive Modelling • Realtime Data Warehouse • External Data Sources
- 18. 27-11-2014 Digital maturity, challenges and global trends in the Insurance Sector Jan Verlinden – Insurance Leader Belgium at Capgemini Questions ???
- 19. Thank you for your attention !!!