IBM Commerce Overview for insurance
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The document discusses changes in the insurance industry, highlighting how empowered policyholders are reshaping interactions and expectations. Insurers need to personalize experiences, embrace analytics, and leverage technology to improve customer engagement and trust. IBM offers solutions to enable insurers to foster relationships, understand policyholder needs, and drive growth through advanced customer analytics and B2B integration.
IBM Commerce Overview for insurance
- 2. What has changed in the world of Commerce for Insurance Policyholders are more connected and empowered Changing demographics are forcing insurers to rethink their operations Agile competitors are disrupting traditional business models © 2015 IBM
- 3. There has been a massive change in how people engage with brands… As leaders we need to embrace all the information that allows us to understand customers and serve them better © 2015 IBM3
- 4. A Customer Satisfaction Gap Exists in Insurance of policyholders switched their insurer when their needs changed and their insurer couldn’t keep up WHAT POLICYHOLDERS DO… Source: IBM IBV Study “Capturing Hearts, Minds & Market Share” WHAT POLICYHOLDERS FEEL… of policyholders do not trust the insurance industry
- 5. Expectations are high … I want … Insurance personalized for my unique situation. Instant gratification during my insurance buying process. The ability to access support any time of the day or night. © 2015 IBM5
- 6. Fostering customer engagement Nurturing loyalty with personalized marketing Personalizing online experiences Engaging agents & clients via multichannel digital experiences INSURERS ARE … © 2015 IBM6
- 7. Marketing Policyholder Engagement B2B Integration We help forward-thinking leaders in these disciplines to drive growth and loyalty … © 2015 IBM7
- 8. Marketing as the new growth leader Customer Analytics Marketing Digital Experience IBM Interactive IBM for Marketing helps you … • Grow the value of every unique policyholder relationship • Deliver policyholder experiences that create unbreakable bonds • Create insights from human behavior and sentiment eCommerce & Merchandising © 2015 IBM8
- 9. Policyholder Engagement to drive growth Customer Analytics eCommerce & Merchandising Digital Experience IBM Interactive IBM for Customer Engagement helps you … • Understand policyholder preferences and behaviors that deliver personalized buying experiences • Streamline sales across channels • With real-time visibility to performance to take action Retail Payments © 2015 IBM9
- 10. B2B Integration that delivers agility B2B Integration Procurement Payments IBM Managed Services IBM for B2B Integration helps you … • Have safe and timely exchange of exactly what your policyholders, partners and suppliers expect • With real-time visibility to react to exceptions, bottlenecks and performance • Achieve rapid new partner onboarding and existing partner change management © 2015 IBM10
- 11. Marketing Engage policyholders in relevant and rewarding experiences that makes them ask for more. © 2015 IBM11
- 12. Deliver a differentiated brand experience across channels and show policyholders how much they matter to you. Customer Engagement © 2015 IBM12
- 13. Customer Analytics Really know how your policyholders are feeling and what they need to serve them better. © 2015 IBM13
- 14. Digital Experience © 2015 IBM14
- 15. B2B Integration Improve information flows across all business relationships to be more responsive. © 2015 IBM15
- 16. Advancing our agenda in these areas Experience Design Design based on a deep understanding of our users Cognitive Power Ability to see patterns and make unlikely connections Industry Expertise Scale with speed by developing asset-based industry solutions Open Ecosystem Data exchanged to develop personalized policyholder experiences © 2015 IBM16
- 17. Experience design… We design our software around roles We embed analytics and cognitive capabilities We are focused on customer journeys We are focused on deep personalization and delivering it at scale We use agile methodologies to deliver innovations quickly We don’t try to own your data – we help you connect data – syndicate it at the right time We don’t believe any one vendor can do it all – therefore we invest in an open architectures © 2015 IBM17
- 18. For Operations Improved Processes For Customer Experience Customer Engagement Insights For Marketers Analyze Trends Real-time Personalization Embracing the power of Cognitive Engagement in Insurance © 2015 IBM18
- 19. Industry Expertise Experience design and digital consultancy using disruptive thinking, visioning workshops, and cross-industry expertise IBM IX pioneered new apps on the Apple watch for Nationwide,Citi and JapanAirlines IBM is a leader in digital transformation consulting and SI services-IDC MarketScape 2016 25 Global Design Studios World class design and digital transformation services © 2015 IBM19
- 20. Open Ecosystem Ready for IBM Commerce Pre-built integrations that deliver value faster with complimentary capabilities. IBM Universal Behavior Exchange For a key set of Business Partners who create and leverage a vast pool of behavioral data. Plus… A comprehensive set of resellers, system integrators, complimentary solution providers as well as digital marketing agencies and marketing service providers. Investing to deliver better customer experiences… © 2015 IBM20
- 21. 350,000+ Global trading entities connected IBM Commerce delivers nearly 15x ROI for every dollar spent 100% of the Global Fortune top 100 insurance companies have worked with IBM 15,000+ professionals are dedicated to serving the insurance industry 1 billion+ insurance transactions per day are processed on IBM platforms IBM teams with 17 of the top 20 insurance companies in the US $100 billion commerce transactions analyzed Holiday Benchmark Reports Sources: IBM and Nucleus Research provided for illustrative purposes and is not intended to be a guarantee of future growth rates or market opportunity; IBM analysis © 2015 IBM21
- 22. Why choose IBM Commerce? Powered by Watson Experience Design Design based on a deep understanding of our users Cognitive Power Ability to see patterns and make unlikely connections Industry Expertise Scale with speed by developing asset-based industry solutions Open Ecosystem Data exchanged to develop personalized customer experiences © 2015 IBM22
- 23. Learn how IBM can help you turn: Transactions into relationships Trust into loyalty Policyholders into advocates Suppliers into partners © 2015 IBM23
- 24. Join the conversation Blog, YouTube, Twitter, LinkedIn and Facebook © 2015 IBM24
Editor's Notes
- #19: enhanced outcomes possible.
- #22: Sources for sparklers: IBM Commerce delivers value at speed and scale and value in the form of 15x ROI for every dollar spent. Source: External Commerce C2B Deck 100% of the Global Fortune top 100 insurance companies have worked with IBM. Source: p. 14 of June, 2015 “Insurance Sparklers” deck published by Mark McLaughlin’s team (Mark Carter author). 1 billion+ insurance transactions per day are processed on IBM platforms. Source: p. 10 of June, 2015 “Insurance Sparklers” deck published by Mark McLaughlin’s team (Mark Carter author). $100 billion commerce transactions analyzed Holiday Benchmark Reports. Source: External Commerce C2B Deck 15,000+ professionals are dedicated to serving the insurance industry. Source: p. 14 of June, 2015 “Insurance Sparklers” deck published by Mark McLaughlin’s team (Mark Carter author). 350,000+ global trading entities connected. Source: External Commerce C2B deck IBM teams with 17 of the top 20 insurance companies in the US. Source: p. 14 of June, 2015 “Insurance Sparklers” deck published by Mark McLaughlin’s team (Mark Carter author).