Raimond Nol Insurance Regional Business Manager EMEA Industry & Global Accounts What’s on the mind of enterprise leaders? Enhancing the customer experience Transforming to a digital business Becoming more responsive The Digital Insurance Journey Yesterday Pre-Digital 50+ years ago Early Digital 25 to 50 years ago Today Basic Digital Advanced Digital Future Digital 25 years ago to today Today’s Digital Leaders Tomorrow Omni-channel Delivery Advanced Predictive Analytics/Machine Learning Agent portals & Collaboration Paper-based insurance sales and operational processes Monolithic core insurance systems Tomorrow Customer portals IoT – Use Based / Connected Home 360 degree customer view Core Systems in the Cloud Right offer, right time, right channel Social as channel IoT – Wearables Mobile sales, service, claims self Service Advanced straightthrough processing Many sources, data mining for trends, available to everyone in real time. Petabytes of data, increase of third-party data sources, predictive analytics / machine learning Accounting systems Enterprise Social Networking Call center automation Role of Data in Insurance Summing up revenue and expenses Silos of hard to access data Source: Inspired by Celent’s Digital Insurance Proposition Continuum Exposing more data to agents and customers We’re reimagining Microsoft … Cloud OS Digital Work & Life Experiences Device OS & Hardware Our Core Microsoft is the productivity and platform company for the mobile-first and cloud-first world. We will reinvent productivity to empower every person and every organization on the planet to do more and achieve more. Enhancing the customer experience Agent Portal Agent Desktop Independent agents will take their business to the carrier that makes it easiest and most profitable for them to do business. Collaboration Carriers must provide their agents with: • Tools that are easy to use and efficient to sell and service their customers across platforms. • Provide a 360 degree view of the customer Customer Relationship Management • Provide Agents with Leads, together with next best offer options Tablets Tablets Smart Smart Phones Phones PCs/ PCs/ Laptops Laptops Productivity 8 Aegon Launches Facebook-Based Insurance Organization Size. 24000 employees Organization Profile. Launched in 2013, Kroodle is a subsidiary of Aegon, an insurance company based in The Netherlands which conducts business in more than 20 countries. Business Situation. Aegon wanted to use new communication channels to attract customers from the 18–35 generation. Solution. The company launched Kroodle, an insurance company primarily designed for mobile users, to sell products that are only accessible through Facebook. Stay in touch to build client loyalty by enabling anywhere, anytime, any-channel connections - Insurance directly via Facebook Take out an insurance in minutes Digital only, No paper Get a discount if you bring on your Facebook friends to join Internet of Things The network of physical objects that contain embedded technology to communicate and interact with their internal states or the external environment. Source: Gartner “” Internet of Things Scenarios in Insurance Wearables/Health Devices Connected Home Telematics & Usage Based Insurance (UBI) 12 13 Remote Health Monitoring with Kinect Reflexion Health, Cognizant, and, RespondWell build remote health monitoring applications for physiotherapy with Microsoft Kinect. Source: cognizant.com, relfexionhealth.com 14 300 Million users per month 300 Billion video minutes per year Skype Translator Bonjour! Hello! How are you? Comment allez vous? Transforming to a digital business Insurance Solution Areas & key Partner Solutions Advisory Services, Claims Servicing Partners that can help transform to a digital business BI in financial services Connecting employees Document & records compliance, risk management & analytics Sales & Service CRM Connecting customers Policy Administration Online & Mobile financial services Anytime, anywhere (incl. Surface, tablets) ... Modernizing the core Connecting processes Industry solutions by & partners Note: These are across-EMEA operating insurance industry partners. Machine Learning Computing systems that become smarter with experience No software to install, no hardware to manage. Drag, drop and connect interface. Data sources with just a drop down; run across any data. Built-in collection of best of breed algorithms with no coding required. Operationalize models as web services with a single click. Monetize in Machine Learning Marketplace. So Many Possibilities with Big Data and Machine Learning IT infrastructure optimization Shopping Behaviour Fraud detection Data as a Service Legal discovery Social network analysis Telematics Macro Economic Conditions Availability of natural resources Weather impact on risks Smart buildings & data centers Social/political unrest Advertising analysis Predictive analytics Intelligent devices Becoming more responsive The world has become a giant network. #worklikeanetwork #worklikeanetwork www.Yammer.com Thank you!