Immature capabilities and growing market disruptors are compelling insurers to act swiftly and become fully customer centric. According to the World Insurance Report 2015 less than 30% of customers are having positive customer experiences globally forcing Insurers to reinvent their ability to deliver positive customer experience across the entire customer journey. Capgemini's ACEs (All Channel Experience) for Insurance is built on Salesforce the leading CRM platform to help insurers improve their core capabilities and enrich customer experiences regardless of customer channel or device preferences. Find out how Cloud-Enabled Transformation in Insurance from Capgemini and Salesforce is a faster and less disruptive way for insurers to rapidly evolve digital capabilities to achieve customer experiences that leave your customers wanting more!

1. Accelerating the Ability to Deliver Exceptional Customer Experiences
Cloud-Enabled Transformation
in Insurance

2. Introduction 3
Immature Capabilities Lead to Declining Customer
Experience Ratings 4
Building the Enterprise Architecture that Transforms
the Insurance Experience 7
A Path to Cloud-Enabled Transformation 13
References 15
About the Authors 15
Table of Contents
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3. While insurers have focused on meeting the increasing demands of their customers,
and invested in customer-facing operations, they are continually losing ground. The
World Insurance Report 2015 by Capgemini and Efma1
reveals positive customer
experience ratings declined at an alarming rate in the past year, providing a wake up
call for the industry. Worldwide ratings dropped from an already low 32.6% in 2013 to
28.9% in 2014.
Insurers urgently need to accelerate their ability to deliver exceptional customer
experiences or risk losing their customer base to competitors and new entrants.
Many are finding that cloud-enabled transformation is a faster way to evolve
capabilities. Further, using a proven framework and pre-built solution lets insurers
spend more time designing customer journeys and high impact customer touch
points and less time architecting and integrating technology.
Introduction
1
www.worldinsurancereport.com (download available)
3
the way we see itInsurance

4. Immature Capabilities Lead to Declining
Customer Experience Ratings
Of the 30 countries surveyed in the World Insurance Report 2015, 80% recorded
a decline in the percentage of customers with positive experiences. Ten countries
experienced a drop of more than five percentage points including the U.S., which
dropped 8.3 points marking the largest decline of all countries surveyed.
The agent channel remains the preferred channel overall and delivered positive
experience levels that were almost double those of digital channels, suggesting that
digital channels are dragging down global customer experience levels. Customer
expectations of digital channels such as mobile and social media are rising rapidly
along with their usage and importance. However, while more than 40% of customers
cited positive experiences through the agency channel, less than 30% of customers
had positive experiences through digital channels such as mobile and social media.
Falling customer experience ratings coupled with a growing number of market
disruptors (See exhibit 1) indicate that insurers need to take swift action to become
truly customer centric – or risk losing their customer base to competitors and new
entrants. They must improve their digital services and seamlessly connect the
Exhibit 1: Disruptors with the Most Impact on the Insurance Industry
Source: World Insurance Report 2015, Capgemini and Efma
20 27 31 78
25 16 5 46
Big Data Analytics
Increased Regulatory
Oversight
Financial / Economic
Conditions
Drastic Weather
Events
14 7 21 42
Mobile 18 7 10 35
Demographics 8 7 8 23
New Entrants 7 10 5 22
Intemet of Things 2 7 12 21
74 4 15
1
Social Media 36 10
1
Risk Perceptions 35 9
“Statistics, better risk
profiling and the huge
amount of information that
can be retrieved from
users’ experience or
obtained from the web and
social networks will enable
a change in the logic of the
definition of pricing, from
static conventional
variables to dynamic
behavioral variables.”
–Filippo Sirotti, CEO, Quixa
“Regulations aim to
protect the consumer,
which is laudable, but
there are now multiple
regulators with
sometimes conflicting
agendas. This creates
much difficulty for us.”
–CIO of a Leading
Insurance Firm in Europe
“Changing demographics change the expectations
of what is required from insurance cover. Newer
generations and the impact of austerity have a
different attitude to risk and what customers may be
happy to cover for themselves. They are more savvy
and more willing to trade. New generations in
particular have different values and priorities.
Insurance is not as high a priority - but once they
buy it then they expect to get more in return.”
—Mathew Thomas, Strategy Director, Ageas UK
0 25 50 75 100
Rank 1 Rank 2 Rank 3
Of the 30 countries
surveyed,
80%
recorded a decline
in customers with
positive experiences
4 Cloud-Enabled Transformation in Insurance

5. customer experience across mobile, social, digital and agent interactions. While
doing so, they must ensure the important agent channel has the tools and full
customer visibility to effectively sell to and service the customer in the digital world.
Yet many insurers are challenged to improve customer experiences. The World
Insurance Report identified seven core capabilities (See exhibit 2) that insurers
need to develop in order to enhance customer experience and take advantage
of opportunities created by disruptors. When we assessed insurers against the
characteristics of leading-edge performance in each capability we found most
insurers’ maturity levels to be lagging in all seven core capabilities.
Insurers exhibited the lowest maturity levels across three essential areas: connecting
elegantly, engaging regularly with customers, and having a complete view of
customer data and relationships. Raising insurers maturity in these three areas, along
with having a fully integrated agent workforce, can accelerate the ability to deliver an
exceptional customer experience across all channels. Leading practices include:
• Connecting elegantly: All channels, including social media, are fully integrated
real time for all interactions, so the customer always feels that the insurer knows
them well and that the agent can have an informed personal dialogue with
individual customers.
• Engaging regularly: New content is continually created and published to the
relevant customer segment through the right channels at the right time. Advanced
content management and gamification platforms are put in place to take customer
engagement to the next level. Agents have the tools to easily and frequently engage
with customers via mobile channels, text messages and other digital means.
Exhibit 2: Core Capabilities that Can Improve Customer Experience
Source: World Insurance Report 2015, Capgemini and Efma
Manage pricing across all channels to drive profitable sales
Maintain an informed personal dialogue with individual customers, across communication and distribution
channels, to better understand them
Use high-quality, rich and inspirational content, together with sophisticated engagement strategies, to drive
high customer engagement
Deliver underwriting, claims, payments, fraud management and customer policy administration, perfectly,
improving customer experience
Monitor and optimize the performance of your business across all channels to improve efficiency, enabling
higher profitability and margins
Use a single view of data for all strategic, tactical and operational decision-making to improve accuracy, avoid
duplication and increase insight
Know your customers: develop the vision, proposition, business model, roadmap and business case to re-build
your insurance company around customer needs
Price Competitively
Connect Elegantly
Engage Regularly
Deliver Perfectly
Measure Relentlessly
See Completely
Transform Effectively
5
the way we see itInsurance

6. • Seeing completely: The insurer has a comprehensive view of each customer,
and also understands each customer’s relationships (e.g., family, businesses, etc.).
Accurate, real-time data supports predictive analytics, planning and delivery.
Only by developing comprehensive plans for proficiency – including a comprehensive
look at the technology that underpins each capability – can insurers hope to counteract
the decline in customer experience ratings that threaten insurers growth and profitability.
Bringing Analytics and Channel Integration to Quoting & Billing Self Service
A large North American Property and Casualty company was challenged with falling revenue, customer retention, customer
service and overall customer experience. Antiquated systems – both customer facing and back-end legacy infrastructure –
needed to be modernized to achieve the desired business benefits.
A multi-year transformational journey currently in progress, started with the Auto Insurance business unit, and expanded to
other areas of the organization. Capgemini helped the customer with architecting and deploying a comprehensive “Quote
to Card” capability across multiple channels. Using this solution, which is optimized for a rich user experience and provides
real time information via integration to internal and third party systems, the insurer is now able to complete the “end to end”
quoting process (build/rate/bind a quote) for both the direct to customer channel as well as the agent channel, in a much
more efficient and elegant manner.
A rich analytics component was incorporated as a part of the solution, enabling the insurer to perform robust online web
analytics (e.g., capturing information such as time spent by a prospect on their site, analyzing when and why a prospect is
abandoning the quote process, etc.) and present a differentiated user experience using results from the analytics platform
coupled with advanced techniques such as caching and multivariate testing.
Subsequently, as part of a separate enterprise-wide initiative launched in parallel, the company worked with Capgemini to
add self service capabilities for customers to conduct billing activities such as reviewing their account summary, paying bills
and viewing payment history, and updating profile and other information. The billing application was also optimized for a rich
user experience and integrated to several back-end systems including the legacy billing system, using a modern SOA based
architecture. The Quoting and Billing Self Service solutions were delivered using Service Cloud, Communities and other
platform features of Salesforce, the leading cloud based PaaS platform.
As a result of the business benefits from these two initiatives, the insurer is now able to create a 360° view of their customers
across sales and service.
• Improve call center metrics such as average talk time and average handle time
• Reduce time for agent training
• Reduce fraud
• Lower costs from greater use of digital and self-service channels
• Improve overall customer satisfaction scores
Productivity and customer retention improvements are in line with those received by other Capgemini clients:2
• +40% increase in agent productivity
• +41% faster first contact resolution
• +34% increase in customer retention
• +37% increase in customer satisfaction
Additional capabilities across business lines such as Policy and Claims Self Service are being added as part of the ongoing
multi-year transformation roadmap.
2
Represents typical results from companies implementing Salesforce Service Cloud https://www.salesforce.com/form/demo/servicecloud-demo.
jsp?d=70130000000soGZ&DCMP=KNC-Google&mkwid=51yHNlQa&pcrid=61337799299&type=Phrase&pdv=c&nc=70130000000laFG&gclid=CPL945X4ssUCFYNDaQodXQEADQ
6 Cloud-Enabled Transformation in Insurance

7. Building the Enterprise Architecture that
Transforms the Insurance Experience
In almost all cases, to accelerate their maturity in these key capability areas insurers
must wrestle with modernizing the company’s legacy technology infrastructure.
Several insurers are implementing innovative customer technology solutions. While
this is a crucial component of the puzzle, an elegant layer of customer technology is
insufficient to address customer experience alone. Enabling the customer and agent
experience requires taking a broader look at the enterprise architecture to assure
that new customer technology integrates effectively with back-end systems such as
claims, policy administration, billing and ERP so that all parts of the enterprise are
driving toward providing the desired customer experience.
Due to the innovation, agility and business value that a cloud platform provides,
many leading insurers are choosing a cloud-enabled transformation to accelerate
their ability to raise the maturity of core customer-facing capabilities. Often a cloud
solution can deliver the capabilities insurers need faster and with less business
disruption than a traditional on-premise alternative for both solution implementation
and on-going maintenance (see case studies). This results in lower total cost of
ownership and significantly reduced project risk. Importantly such an approach lets
insurers remain firmly focused on the customer – focusing on designing the customer
journey and experience rather than designing and building the technology.
Capgemini’s All Channel Experience (ACE) for Insurance Framework provides a
view of how the various parts of the enterprise architecture work together to provide
omni-channel unified customer, agent and employee interaction. The framework was
designed after studying new customer initiation activities, industry trends, leading
research and application of real-life implementation experiences across Capgemini’s
insurance customers. It includes the integration of information from social, internal
systems, and business processes to provide the multi-channel customer experience.
The framework has two components that are inextricably linked:
• The first component, the All Channel Experience (ACE) Insurance Approach,
addresses the customer experience across all channels.
• The second component, Agency Solution, focuses specifically on the agent
channel because, while digital channels continue to grow as preferred channels
among insurance customers, the agent channel remains the top purchasing
channel for all age groups.
A cloud
solution
can often deliver the
capabilities insurers
need faster and
with less business
disruption than a
traditional on-premise
alternative
7
the way we see itInsurance

8. The All Channel Experience Insurance Framework
The ACE Insurance Framework brings together a modern, cloud-based rich
interactive interface, multi device support, unified business logic and access to
data, and drives a consistent customer experience across all channels (Self Service,
Agents, and Call Centers).
Salesforce, the market leading PaaS platform, is the core underlying solution chosen
by many insurers with whom Capgemini has worked to transform their sales and
service capabilities. In each of these cases the insurer leveraged various components
of the Salesforce platform (e.g., Sales Cloud, Service Cloud, Community Cloud, and
User Interface/Business logic extension using Force.com) and integrated the solution
to multiple back-end and third-party systems using the rich real time and batch
integration capabilities of the Salesforce platform.
Exhibit 3 provides a sample of the components within the typical ACE Insurance
Framework when it sits on the Salesforce platform. Components include:
• Salesforce Customer Interaction Hub, which provides ease of use and information
accessibility to offer superior customer experiences
• Salesforce 1 Platform, which provides multi-device capabilities
• Salesforce Service Cloud, which helps agents track the history of customers and
policies and engage regularly with customers
• Odigo, a cloud-based contact center telephony platform (see sidebar), which
helps the insurer connect elegantly by providing and directing the initial customer
interaction in digital and telephone channels.
• Document signature software, to allow customers to sign quotes and policies online
• Integration with popular insurance software packages for policy quotes, binding,
claims
• Integration with social media (Facebook) for quick quotes
Enabling Customer Self Service Across Origination, Billing, Servicing & Claims
One of Capgemini’s North American Private Mortgage Insurance clients was facing critical business and IT issues including
lack of a comprehensive understanding of customers and interactions, fragmented user experience across the functions,
a non-integrated application environment, decades of “one-off” enhancements that left systems unstable and difficult to
upgrade/enhance, and a long cycle time for new functionality.
Capgemini helped the company build a solution (using the Sales Cloud, Service Cloud and Community Cloud components
of the Salesforce platform) to manage their customer self service process across Origination, Billing, Servicing, & Claims. The
solution, which is built with rich user interface guidelines in mind, is integrated to the customer’s policy administration and
other back-end systems for a seamless user experience.
Through this effort, the insurer solved several customer interaction challenges and achieved tangible business benefits such
as a consolidated 360° view of the customer, deep knowledge of all interactions with the customer through the entire lifecycle,
a consistent customer experience across all touch points, quick time to market for future enhancements, and a common
understanding of customer and transaction data across the enterprise.
8 Cloud-Enabled Transformation in Insurance

9. The Ace Insurance Framework is a Salesforce Certified Fullforce Industry Vertical
Solution3
, with recognition by Salesforce that it is a differentiated solution with a track
record of success for customers and delivered by a partner with proven expertise in
delivering industry and cloud-specific services and solutions to customers.
The race to become a leading insurer that is able to attract, satisfy and retain
customers is in full motion. Those insurers that can blend traditional channels and
digital channels in a seamless way will lead the race, creating clear competitive
advantage with the capabilities in place to capitalize on market disruption over the
coming years.
Giving Your Customers Something to Love:
Experiences Beyond Expectations with Odigo
As a core component of the solution represented in the ACE framework, Capgemini’s
Odigo solution is integral to providing the customer with an exceptional experience
across all of the channels they interact with the insurer. Odigo provides features such
as intelligent call routing, natural language recognition, mobile channel integration,
biometrics or voice-based authentication, skills-based, multi-site routing, and
management dashboards. Odigo integrates seamlessly with Salesforce Service Cloud
(See exhibit 4) and allows customers to originate a transaction in one channel and
take it forward in another, which, in some cases, might be self-service functionality.
Exhibit 3: Sample Components of the ACE Insurance Framework
Source: Capgemini, 2015
Document Signature
Software
Service and Sales
Clouds with Odigo
Quick Quote
App
Popular Insurance
Software Packages
Salesforce Sites with
Full Quote Functionality
Salesforce1 MobileMulti-Device
Capability
Service cloud
Sales cloud
3
A Salesforce Fullforce Certified Solution is recognition of a Salesforce Cloud Alliance Partner holding Silver status or above that has built a differentiated industry solution and has the
knowledge and expertise to deliver on the partner’s and Salesforce’s shared vision. By recognizing these partners’ strongest capabilities, customers can be confident that Salesforce
and its partner jointly offer the best foundation for leveraging the cloud to accelerate their unparalleled success.
9
the way we see itInsurance

10. Service
Cloud
Marketing
Cloud
Sales
Cloud
Chatter
Email
Chat
Salesforce1Platform
Agent Console
Supervisor Dashboard
Field Workers Mobile App
Supervisor App
Web user
Service Desk page
ACD
Interaction
Routing
Engine
Smart
Call
IVR
Capgemini Cloud Infrastructure Services
Natural
Language
Telecom
Open CTI
/ webservices
appexchange
force.com
With integrated Voice to Digital Capabilities, typical benefits institutions achieve include:
• Routing to the right destination using self service and IVRs with 98% accuracy rates
• Reduced average handling time of customer calls between 25-30%
• Reduce abandoned calls by up to 50%
• Reduced incoming contacts by 20 to 50% on low value-added requests
• Reduced re-sent emails by 25%
• Increased operational efficiency between 15-25%
Exhibit 4: Giving Your Customers Something to Love: Experiences Beyond Expectations with Odigo
Capgemini’s Odigo-Salesforce Integration Framework
10 Cloud-Enabled Transformation in Insurance

11. Agency Solution
The Agency Solution spans the entire life cycle of agent engagement (See exhibit 5).
For example, agency recruitment includes capabilities to manage the agency
recruitment process from gathering raw leads through prospecting to a new agency.
Agency management offers capabilities to manage agency interactions, model sales
plans, and manage assessment templates.
To help the insurer see completely, the Agency Solution offers the full capability
needed to provide a 360° view of customers, quotes, and policies, track day to day
activities, and access a knowledge repository for sales collateral.
This solution can also be built on the Salesforce platform, along with integration to
other applications to facilitate a full “end to end” management of agency interactions.
The multi-channel architecture ties together all the layers, and enables a component-
based, consumer facing web architecture that provides reusable data for customer
interactions and lets business users control content.
Agency recruitment and on-boarding functionality is built using native Sales Cloud
features such as lead, opportunity, activity and document management. Core
platform features like workflows and approvals are used for automation of the
process. Agency Portal functionality is built using Communities integrated with
Salesforce Knowledge and the Sales Planning and Modeling functionality is built
using Apex/Visualforce (See exhibit 6).
Core features include:
• Global Search capabilities across all data stored in Salesforce.
• Agency Recruitment
–– Prospective agent information
–– Activity management to
track interactions
–– Configurable lead prioritization
–– One click agency conversion
• Agency Profile Data
–– Agency location (UPN)
level information
–– Agency contact management
–– Agency producer codes
• Agency/Account Management
–– View agency records (My, Team, All)
–– Agency hierarchy & visibility
–– Agency licensing, compliance
follow-up and segmentation
• Call Plan/Prep
–– Call prep view
–– Review pending agent notes,
activities
–– Agent financial summary report
• Opportunity Management
–– Opportunity creation and tracking
–– Association at agency
hierarchy levels
–– Opportunity stage capture
• Activity Management
–– Capture agency interaction
as activities
–– Activity templates
–– Activity follow-up alerts
–– Activity views, including tree &
calendar views
• Sales Planning and Modeling
–– Sales plan creation templates
–– Monitor sales plan, alerts
–– Target vs actual dashboards
• Agency Assessment
–– Create and manage
assessment templates
–– View assessment history
–– Alerts display during
assessment creation
–– Mandatory fields message
before submission
• Agency Portal
–– Agent pipeline visibility
–– Update profile, licensing,
staff information
–– Partner self-service
–– Metrics tracking
–– Customer service request routing
Exhibit 5: High Level Agency Functionality
Our agency solution
provides a
360o
view of customers,
quotes and policies
11
the way we see itInsurance

12. Increasing Agent Effectiveness and Creating More Personal Interactions
A North American Commercial Insurer that conducts the majority of its business via the agent channel was facing problems
with inconsistency in operations across lines of business and geography and lack of visibility into the agent channel (agent
recruitment, agent pipeline, agency management, agency self service, etc.).
Capgemini helped the customer launch and deliver a transformational initiative to help underwriters become more effective
at sales and to deliver a solution (using the Sales Cloud solution from Salesforce) to manage all leads, submissions, broker
interactions and renewals. The solution was integrated with the company’s policy administration platform and provided end-
to-end capabilities around “quote to cash.”
The customer achieved tangible business benefits from this solution such as closer ongoing engagement and renewals
management with agents and end customers, improved persistency rates, better collaboration between internal employees
and a modernized and standardized business and IT architecture for future expansion.
Exhibit 6: Sample High-Level Architecture from the Agency Point of View
Source: Capgemini, 2015
Multi-Device Capability
leveraging the Salesforce1
platform
Self Service capabilities for
Agents using Salesforce
Communities and Knowledge
Integration with Full Quoting
Functionality built using
Force.com Communities
Telephony integration using the
Capgemini Odigo Solution
Core platform capabilities: Global
Search, Integrated Chatter and
Chat capabilities, Automatic
notifications, workflows and
approvals
Real time visibility using
native reports/dashboards
and Salesforce Analytics
(Future)
360 degree view of all
interactions with Agent using
Sales & Service Cloud
Integration capability built
on a robust framework
supporting integration
across the UI, business
logic and data layers
• Integrated Chat capabilities allowing agents and managers to communicate
via chat. Users can choose to follow other users similar to social media apps
like Facebook. Chatter Groups can be defined to separate internal and external
communications.
• Knowledge Management integrated into core agency recruitment and agency
management functionality. Context based search of relevant knowledge articles is
based on categories and tags. Robust knowledge management capabilities allow
administrators to author, review and publish knowledge articles with built in review
and approval processes.
• Native Responsive Design enables the agency management capabilities on
mobile devices using the Salesforce1 application.
• Interactive User Specific Dashboards are enabled on both the agency
management application and the agency portal for the agents and their sales teams.
12 Cloud-Enabled Transformation in Insurance

13. A Path to Cloud-Enabled Transformation
An agent will have
information on
customer online
searches, digital
chats, portfolio and
product interests
at his
fingertips
Exhibit 7: Driving Customer and Business Value through the ACE for Insurance Framework
Source: Capgemini, 2015
Revenue
Costs
Risk
Price
Competitively
Connect
Elegantly
Engage
Regularly
Deliver
Perfectly
Measure
Relentlessly
See
Completely
Conversation
Cross-Sell
Up-Sell
Retention
Customer
Experience
Claims Ratio
Investment
Performance
Capability Benefit Value Delivered
Insurers of the future will need to fully blend agent-guided, high-value engagements
with digital transactions via the web, mobile and social. Our experience shows that a
Cloud-enabled transformation is a faster way for insurers to rapidly evolve capabilities
to achieve their desired customer experience. The ACE Framework provides a set of
pre-built/proven solutions along with a robust reference architecture that lets insurers
spend more time designing customer journeys and defining high impact customer
touch points.
An architecture such as that presented in the ACE Framework will provide insurers
with more mature customer capabilities and a consistent brand across channels that
result in better customer experiences. Insurers will be able to follow the customer
throughout their journey, improving every touch point. Digital and agent channels
and the company’s CRM are all connected providing a hybrid experience for the
customer. The agent will have at his fingertips information about the customer’s
online searches, digital chats, current portfolio and potential product interests. He
can readily pull pricing models and take the customer through a journey inclusive of
electronic document signing and ongoing customer interactions.
In turn, insurers will get the benefit of better conversations, higher cross-sell and
up-sell rates, reduced flight risk, improved claims ratios and better investment
performance – all of which is reflected in both top and bottom line financial
performance (See exhibit 7).
13
the way we see itInsurance

14. Exhibit 8: Key questions to ask when considering
sales and service transformation
Business Technology
• Are we seeing signs of falling
customer satisfaction (e.g., low
NPS, low CSAT scores)?
• Have we identified critical customer
interaction touch points in our
customer journey for enablement?
• Are we connected to our
customers via their preferred
channels?
• Will our enterprise architecture and
IT systems support the desired
customer experience via channels
of choice?
• Do we have complete visibility
into our agent channel to
drive productivity?
• Have we provided agents the
appropriate tools to effectively
serve our customers?
To get started on the path to sales and service transformation, insurers should
ask themselves these simple questions across business and technology domains
(See exhibit 8). If the answer to one or more of these questions is unsatisfactory, then
it’s time to act before falling customer experience rates, immature capabilities and
ongoing digital disruptors result in irrelevance in the marketplace.
The race to become a leading insurer that is able to attract, satisfy and retain
customers is in full motion. Those insurers that can blend traditional channels and
digital channels in a seamless way will lead the race, creating clear competitive
advantage with the capabilities in place to capitalize on market disruption over the
coming years.
14 Cloud-Enabled Transformation in Insurance

15. References
About the Authors
1. World Insurance Report 2015 from Capgemini and Efma
www.worldinsurancereport.com
2. Insurance All Channel Experience from Capgemini
https://www.capgemini.com/resources/
capgemini-insurance-all-channel-experience-ace-powered-by-salesforcecom
Bhuvan Thakur is a Vice President within the Enterprise Cloud Services business
for Capgemini in North America, U.K. and Asia-Pacific. He has over 18 years of
consulting experience, primarily in the CRM and Customer Experience domain.
Bhuvan holds a BA Honors degree in Mathematics from St. Stephen’s College, Delhi,
Masters in Management Studies (MMS) degree from University of Mumbai and MBA
(Finance) degree from University of Wisconsin, Madison.
Bhuvan is a cloud specialist and can be reached via Capgemini’s Expert Connect
Madhu Nandagiri is a Principal within the Financial Services Digital Transformation
Practice for Capgemini. He has almost 20 years of consulting experience, primarily
in Transformation, Strategy, Architecture in the CRM and Customer Experience
space. He has a long and proven track record in architecting and delivering complex
enterprise programs for large financial services organizations. Madhu holds a
Bachelors of Engineering and an MBA in Sales and Marketing from the University of
Pune, India.
15
the way we see itInsurance

16. For further information visit:
www.capgemini.com/insuranceace
www.worldinsurancereport.com
Contact us at insurance@capgemini.com
About Capgemini
With almost 145,000 people in over 40 countries, Capgemini is one of the world’s
foremost providers of consulting, technology and outsourcing services. The Group
reported 2014 global revenues of EUR 10.573 billion.
Together with its clients, Capgemini creates and delivers business and technology
solutions that fit their needs and drive the results they want.
A deeply multicultural organization, Capgemini has developed its own way of
working, the Collaborative Business Experience™, and draws on Rightshore®
,
its worldwide delivery model.
Learn more about us at
www.capgemini.com/financialservices
About Salesforce
Salesforce, the Customer Success Platform and world’s #1 CRM, empowers
companies to connect with their customers in a whole new way.
For more information about Salesforce (NYSE: CRM), visit
http://www.salesforce.com/industries/financial-services/
The information contained in this document is proprietary. ©2015 Capgemini. All rights reserved.
Rightshore®
is a trademark belonging to Capgemini.