Raimond Nol Microsoft Digital Insurer 14-4-2015 V1 - Rendez

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!