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Ponencia conjunta de Pedro Díaz Yuste y Mariel Vázquez en el VI #CongresoDEC

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Ponencia conjunta de Pedro Díaz Yuste y Mariel Vázquez en el VI #CongresoDEC

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Ponencia conjunta de Pedro Díaz Yuste y Mariel Vázquez en el VI #CongresoDEC

  1. 1. CEO de Savia Directora de Experiencia de Cliente en Savia Cómo MAPFRE lanzó una plataforma digital de servicios de salud cocreando con los usuarios y su comportamiento
  2. 2. VI Congreso Internacional sobre la Experiencia del Cliente DEC, 1 octubre 2019 El lanzamiento de Savia. Cómo MAPFRE lanzó una plataforma digital de servicios de salud cocreando con los usuarios y su comportamiento
  3. 3. MAPFRE, Innovation is in our DNA
  4. 4. Learning from Amazon… 5 Questions for Success ● Who is the Customer ? ● What is the customer problem or Opportunity ? ● Is the most important customer Benefit clear ? ● How do you know what customer Need or Want ? ● What does the customer Experience look like ?
  5. 5. Who is the Customer ? Digital people, who listen to music on Spotify, watch series on Netflix, and share stories on Instagram
  6. 6. What is the customer problem or Opportunity? They want to control their health HERE and
  7. 7. Is the most important customer Benefit clear ?
  8. 8. How do you know what customer Needs or Wants ?
  9. 9. How do you know what customer Needs or Wants ? 1. Analysing customer needs (declared and hidden) 2. Co-creating with the user 3. Asking users for relevant information in relevant moments 4. Asking users about their satisfaction in every interaction 5. Test & Learn philosophy 6. Measuring everything
  10. 10. How do you know what customer Needs or Wants ? 1. Analysing customer needs (declared and hidden)
  11. 11. How do you know what customer Needs or Wants ? 2. Co-creating with the user
  12. 12. How do you know what customer Needs or Wants ? 2. Co-creating with the user
  13. 13. How do you know what customer Needs or Wants ? 3. Asking users for relevant information in relevant moments
  14. 14. How do you know what customer Needs or Wants ? 4. Asking users about their satisfaction in every interaction
  15. 15. How do you know what customer Needs or Wants ? 5. Test & Learn philosophy
  16. 16. How do you know what customer Needs or Wants ? 6. Measuring everything
  17. 17. What does the customer Experience look like ? Appoint a VideoConsultation, or simply chat with a doctor...
  18. 18. What does the customer Experience look like ? … talk just now to a AI symptom checker to discover your pain...
  19. 19. What does the customer Experience look like ? … and pay medical services as you go !
  20. 20. How to accelerate time to market? Octopus model Data Platform See & Measure everything Built by Savia Customer Centricity Personalised Journeys Built by Savia API Platform Fast & Easy integrations Built by Savia Digital Health Services Focus on customer Built by Start-ups
  21. 21. How will Success look like ? Millions of people managing their health online in the next 5 years
  22. 22. 1. User first and the rest will come (GOOGLE) 2. We are people who take care of people (MAPFRE) 3. We are HOP -Humble, Optimistic, Passionate- (SAVIA) 3 reasons for Optimism
  23. 23. Mission & Strategy ● Our Mission ○ Improve families health & wellbeing through digital innovation ● Born in 2019, Born “Health 4.0” ○ User first. Main focus on CX. Test & Learn ○ Data is the blood of this business ○ 2018 Tech: Agile, Scalable, Cloud, Mobile ● We are MAPFRE, “very MAPFRE” ○ Oriented to services. But also insurance ○ Focus on families, special benefits for MAPFRE customers ○ Taking advantage of MAPFRE Reps potential and brand confidence Thanks a lot for your attention !!! pedrodyuste@mapfredigitalhealth.com marielvazquez@mapfredigitalhealth.com

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