Este documento presenta los resultados de una encuesta realizada a ejecutivos de seguros en Estados Unidos sobre los principales motores de cambio y crecimiento en el sector de seguros en los próximos 3 a 5 años. Los hallazgos principales son que las demandas del cliente, la competencia y la tecnología serán los principales motores de cambio, mientras que el crecimiento orgánico a través de nuevos canales de distribución será el principal motor de crecimiento de ingresos.
Como la Inteligencia Artificial afecta al negocio y a las ventasNunkyworld
El #VendedorAumentado tendrá múltiples habilidades que lo diferenciarán del vendedor tradicional. #Computer Vision, #SpeechAnalytics, #NaturalLanguageProcessing, #CognitiveComputing... son algunas de las posibilidad que abre la implementación de la #InteligenciaArtificial en el proceso de venta. #AbelLinares nos lo contó en su Masterclass en IE Executive Education.
La #IA permitirá ligar la actividad comercial a eventos críticos del ciclo de vida del Cliente, personalizando la oferta y mejorando en gran medida la satisfacción del usuario.
Analítica Avanzada en Experiencia de ClienteNunkyworld
¿Crees que la analítica omnicanal de NPS y CSAT puede mejorar la cuenta de resultados? Pues ya es posible con las herramientas que NICE SATMETRIX & NUNKYWORLD pueden ofrecerte.
En esta presentación se observan los cambios de un cliente que ha padecido una pandemia y ha cambiado sus pautas de comportamiento. El cliente es ahora más exigente en su experiencia con productos, servicios y empresas en general.
También se observa cómo la gestión de la experiencia de cliente consigue reducir clientes detractores y aumentar promotores y como es la evolución previsible en un modelo de madurez Customer Experience.
Los próximos meses ya se prevén operativamente muy complejos para las empresas, como consecuencia de los cambios acaecidos por la pandemia, es el momento de saber qué herramientas pueden conseguir que la experiencia de nuestro cliente sea satisfactoria y supere las expectativas de un cliente que espera respuesta rápida y acertada en un mundo omnicanal.
CX Tech Day 2021 - Workforce Engagement Management WEM (Verint)Asociación DEC
Presentación de Juan Luis López, Solutions Consultant y Sandra Cortez, SIP Sales Director en Verint, durante el CX Tech Day.
"Workforce Engagement Management WEM" - Workforce Engagement Management (Gartner)
( https://asociaciondec.org/herramienta-software/workforce-engagement-management-wem/ )
Como la Inteligencia Artificial afecta al negocio y a las ventasNunkyworld
El #VendedorAumentado tendrá múltiples habilidades que lo diferenciarán del vendedor tradicional. #Computer Vision, #SpeechAnalytics, #NaturalLanguageProcessing, #CognitiveComputing... son algunas de las posibilidad que abre la implementación de la #InteligenciaArtificial en el proceso de venta. #AbelLinares nos lo contó en su Masterclass en IE Executive Education.
La #IA permitirá ligar la actividad comercial a eventos críticos del ciclo de vida del Cliente, personalizando la oferta y mejorando en gran medida la satisfacción del usuario.
Analítica Avanzada en Experiencia de ClienteNunkyworld
¿Crees que la analítica omnicanal de NPS y CSAT puede mejorar la cuenta de resultados? Pues ya es posible con las herramientas que NICE SATMETRIX & NUNKYWORLD pueden ofrecerte.
En esta presentación se observan los cambios de un cliente que ha padecido una pandemia y ha cambiado sus pautas de comportamiento. El cliente es ahora más exigente en su experiencia con productos, servicios y empresas en general.
También se observa cómo la gestión de la experiencia de cliente consigue reducir clientes detractores y aumentar promotores y como es la evolución previsible en un modelo de madurez Customer Experience.
Los próximos meses ya se prevén operativamente muy complejos para las empresas, como consecuencia de los cambios acaecidos por la pandemia, es el momento de saber qué herramientas pueden conseguir que la experiencia de nuestro cliente sea satisfactoria y supere las expectativas de un cliente que espera respuesta rápida y acertada en un mundo omnicanal.
CX Tech Day 2021 - Workforce Engagement Management WEM (Verint)Asociación DEC
Presentación de Juan Luis López, Solutions Consultant y Sandra Cortez, SIP Sales Director en Verint, durante el CX Tech Day.
"Workforce Engagement Management WEM" - Workforce Engagement Management (Gartner)
( https://asociaciondec.org/herramienta-software/workforce-engagement-management-wem/ )
Suites & Apps: Profitroom aliado tecnològico de hoteles mexicanosPablo Carrillo
Más del 50% de los hoteles en México
desaprovechan las ventajas de la automatización
Con más de 10 años de experiencia colaborando bajo el lema “Simply more bookings”, brindado atención a más de 3.500 hoteles en Polonia, Reino Unido, Alemania, República Checa, Eslovaquia, España y México, Profitroom es considerado el aliado tecnológico por excelencia del sector hotelero, por lo que en el marco del Tianguis Turístico en su edición 2021, el proveedor de soluciones tecnológicas especialista en ventas y marketing hotelero llega a México y presenta el estudio: “La Distribución Directa desde la Perspectiva del Cliente”.
De acuerdo con el estudio que se realizó en tres de los principales destinos de nacionales, Cancún, Ciudad de México, Guadalajara y Puerto Vallarta se obtuvieron hallazgos de áreas de mejora para el sector hotelero destacando que la principal estrategia de la venta directa se encuentra enfocada en ofrecer un mejor precio y la aplican solamente el 43% de los hoteles en su web y el 40% en la venta telefónica.
Presentación de Óscar González, Sales Director para España y Portugal de Liferay, durante el CX Tech Day.
"Liferay DXP" - Digital Experience Platform (Gartner)
( https://asociaciondec.org/herramienta-software/liferay-dxp/ )
¿Quieres incluir el Social CRM en tu estrategia de Marketing?
Artyco Customer Database Marketing te ayuda a conocer los principales actores que intervienen en la relación con los clientes, por qué es necesario dar el salto al Social CRM y cómo realizar el cambio.
Social Commerce: el uso de los medios sociales en la ventaFernando Polo
La visión de Territorio creativo, sobre cómo orientar hacia la venta, los medios sociales corporativos, y el uso que los consumidores hacen de la funcionalidad social de Internet.
Presentación: Alvaro Garcia- Pedidos Ya!_eCommerce Day Montevideo 2013eCommerce Institute
Presentación de Alvaro Garcia, CEO y Co-Founder de Pedidos Ya en el pasado eCommerce Day Montevideo 2013 llevado a cabo el día 21 de Agosto en el Laboratorio Tecnológico del Uruguay. Dentro de la plenaria “El eCommerce frente a la Revolución Móvil”
Suites & Apps: Profitroom aliado tecnològico de hoteles mexicanosPablo Carrillo
Más del 50% de los hoteles en México
desaprovechan las ventajas de la automatización
Con más de 10 años de experiencia colaborando bajo el lema “Simply more bookings”, brindado atención a más de 3.500 hoteles en Polonia, Reino Unido, Alemania, República Checa, Eslovaquia, España y México, Profitroom es considerado el aliado tecnológico por excelencia del sector hotelero, por lo que en el marco del Tianguis Turístico en su edición 2021, el proveedor de soluciones tecnológicas especialista en ventas y marketing hotelero llega a México y presenta el estudio: “La Distribución Directa desde la Perspectiva del Cliente”.
De acuerdo con el estudio que se realizó en tres de los principales destinos de nacionales, Cancún, Ciudad de México, Guadalajara y Puerto Vallarta se obtuvieron hallazgos de áreas de mejora para el sector hotelero destacando que la principal estrategia de la venta directa se encuentra enfocada en ofrecer un mejor precio y la aplican solamente el 43% de los hoteles en su web y el 40% en la venta telefónica.
Presentación de Óscar González, Sales Director para España y Portugal de Liferay, durante el CX Tech Day.
"Liferay DXP" - Digital Experience Platform (Gartner)
( https://asociaciondec.org/herramienta-software/liferay-dxp/ )
¿Quieres incluir el Social CRM en tu estrategia de Marketing?
Artyco Customer Database Marketing te ayuda a conocer los principales actores que intervienen en la relación con los clientes, por qué es necesario dar el salto al Social CRM y cómo realizar el cambio.
Social Commerce: el uso de los medios sociales en la ventaFernando Polo
La visión de Territorio creativo, sobre cómo orientar hacia la venta, los medios sociales corporativos, y el uso que los consumidores hacen de la funcionalidad social de Internet.
Presentación: Alvaro Garcia- Pedidos Ya!_eCommerce Day Montevideo 2013eCommerce Institute
Presentación de Alvaro Garcia, CEO y Co-Founder de Pedidos Ya en el pasado eCommerce Day Montevideo 2013 llevado a cabo el día 21 de Agosto en el Laboratorio Tecnológico del Uruguay. Dentro de la plenaria “El eCommerce frente a la Revolución Móvil”
5 Reasons Why You Should Consider Migrating Web Apps to the Cloud on AWSrivetlogic
More and more, organizations are turning to the Cloud to reduce cost and liability, increase performance and develop greater flexibility to provide services for their mission critical enterprise deployments.
This presentation covers the benefits of migrating web applications to the Cloud leveraging Amazon Web Services (AWS), and the positive impact it can have on your business, including:
- Reduced costs
- Increased operational efficiency
- Flexibility and scalability
- Increased security and reduced risk
- Freeing up IT resources to focus on strategic projects
- Benefits of Managed Services
En la era de los clientes, proporcionar una experiencia de servicio inteligente y conectado se ha convertido en esencial para el éxito de las organizaciones.
Descubra cómo conectar con sus clientes de una forma totalmente nueva con Service Cloud, la solución de servicio y atención al cliente número 1 del mundo.
Técnicas y Métricas del Customer Experience aplicadas al soporte de usuariosINYCOM ICT Solutions
"Usemos las herramientas del CX para Servicios de Soporte a Usuarios". Presentación de Israel García Real en el Congreso Nacional VISION18 organizado por itSMF.
Los Negocios en la Era del Internet - Axioma Comunicaciones - BtoB - Manuel CaroManuel Caro
Como entender las verdaderas oportunidades para hacer negocios para empresas BtoB en Medios Digitales? Manuel Caro responde a 3 preguntas: Por qué? A quién? y Cómo hacerlo? #DigitalMarketing
Conoce Curie Platform, una aplicación en la nube para gestionar eficientemente las relaciones y experiencias de los clientes internos y externos en el actual contexto digital.
También Si deseas que tu hotel, destino o ciudad sea inteligente, Curie Platform se adapta a tu empresa ofreciendo una experiencia innovadora e incomparable al turista.
Webinar: "¿Cómo gestionar eficientemente mi canal de ventas online?" - Presen...eCommerce Institute
Presentación del Webinar del día 10 de Octubre del 2013: "¿Cómo gestionar eficientemente mi canal de ventas Online?" dictado por Omar Vigetti, eCommerce and Digital Experience Manager VTEX.
Los Webinar están organizados por la Escuela Virtual del Mercosur (EVM) en conjunto con el eInstituto.
Presentación ¿COMO ARMAR UN DASHBOARD Y CUALES SON LOS INDICADORES QUE MIDEN...eCommerce Institute
Diapositivas presentadas por Claudia Perales, Comercial Manager VTEX
Javier Barraza, Country Manager RedMas Perú
Maria Ines Del Castillo, Jefe de Ecommerce Corredores de Seguros Falabella y moderación de Luis Martin Avanzini, Gerente General ID Mark , en el eCommerce Day Lima 2017
AI Advertising Platform.
Nuestra plataforma utiliza inteligencia artificial para llegar a tus clientes potenciales con mayor probabilidad de compra. Ha acumulado por años el historial de intenciones de compra de millones de usuarios, y permite impactarlos con tu marca según lo que realmente tiene intención de comprar. Identifica a estos usuarios, y presenta tu marca vía todos los canales existentes online.
Experiencia de Cliente y Analítica Avanzada Customer Esxperience CX Abel Linares Palacios
Mejora tu cuenta de resultados con Analítica Avanzada en Experiencia de Cliente (Customer Experience CX)
¿Por qué es complejo medir el ROI en Experiencia?
Impacto en indicadores de negocio: ROX vs ROI & Los 15 KPIs mencionados antes son una base para medir el ROX pero el ROX es un medidor de “energía” no de fuerzas queremos “mejor y mayor energía”. Hay 5 pilares que bien gestionados se retroalimentan: 1. Orgullo (compromiso emocional con la marca) 2. Influenciadores (Embajadores internos y ext. que aportan energía emocional 3. Comportamientos (Hábitos positivos desde la cultura y aportan excelencia) 4. Factores de valor (Conocer y aplicar los valores apreciados) 5. Resultados (El resultado financiero que provoca un mejor ROX) Estos pilares implican claramente tanto EX y LX como CX EX, Employee Experience (Employee Brand - Cultura) LX, Leadership Experience (Executive Brand - Valores) CX, Customer Experience (Brand Equity) NPSTransacción Foco Flujo Marca Experiencia General Experiencia Amplia Experiencia Especifica CES Cliente Esfuerzo ROX Return on (Financial) Experience Medida de la Experiencia #ROX es un nuevo KPI
Modelos de Madurez. GAPs en Marca, Cultura, Personas y ROI (X) GAP Cultural GAP Talento Directivo ROX Return On Experience CX, Customer Experience (Brand Equity) EX, Employee Experience (Employee Brand - Cultura) LX, Leadership Experience (Executive Brand - Valores) & más: Estrategía, Tecnología y Procesos en un Modelo de Madurez Customer & Employee Centric Experience
Connection for Innovation - Petter Coffee - Avanxo Cloud Forum 2013 Avanxo
¿Cómo innovar y destacarse en un mundo interconectado?
Presentación Peter Coffee - VP de innovación Salesforce.com - Cloud Forum Avanxo 2013 en Bogotá Connection For Innovation
Caso de estudio AWS - Colombia Compra Eficiente - Fabio Betancourth Cloud For...Avanxo
Caso de estudio Colombia Compra Eficiente – Gestión de Compras
Fabio Betancouth, Subdirector de información y desarrollo tecnológico de Colombia Compra Eficiente, compartió los retos de centralizar y gestionar el proceso de compras para las entidades del gobierno que representa cerca del 15% del PIB con un presupuesto que supera los 100 billones de pesos; Coupa, la solución cloud para la gestión de compras implementada por Avanxo logró reducir el tiempo promedio de compras de 3 meses a una hora a través de la tienda virtual del estado colombiano, centralizando más de 150 entidades estatales con ahorros superiores a los 500 millones de pesos.
Caso de Esudio ICFES Amazon Web Services Avanxo Cloud Forum - Diego RoaAvanxo
Caso de estudio ICFES Pruebas saber11 sobre AWS
Diego Roa, Director de la gestión de TI del ICFES, nos compartió en Avanxo Cloud Forum 2014 el reto de la publicación de los resultados de las pruebas saber11, en la que una población superior a 600.000 estudiantes, realizaron consultas simultáneas en cuestión de horas en las que a través de un sistema de esquema redundante de alta disponibilidad habilitado en Amazon Web Services por parte de Avanxo, permitió soportar la operación sin degradación del servicio con más de 5 millones de pageviews en 6 horas y convirtiéndose en trend topic de twitter en Colombia con comentarios positivos.
Caso de Estudio - Dynamia: Cómo implementar salesforce en 2 meses y no morir ...Avanxo
Caso de estudio – Dynamia soluciones digitales
Sandra Rodríguez, Gerente de tecnología digital de Dynamia (Carvajal información), nos compartió los retos de automatizar la operación de una nueva unidad de negocio para soluciones digitales a más de 10.000 clientes con 180 colaboradores sin usar los sistemas legados y como una unidad independiente logrando un 31% en conversión del pipeline y un 7% en conversión de ventas usando Salesforce en compañia de Avanxo.
Caso de Estudio Familia: Portales de alto desempeño en AWS - Juan David Marti...Avanxo
Caso de estudio Familia Portales AWS
Presentación de Juan David Martínez - Director de gestión de aplicaciones Grupo Familia en Cloud Forum Avanxo 2014 quienes tenían el reto de renovar la presencia digital, incrementar las visitas, multiplicar los sitios de marca y la actualización de la infraestructura en general, donde se aprovisionaron una serie de recursos usando AWS con el apoyo de Avanxo en la que redujeron costos en un 30%, ampliaron su capacidad de procesamiento en cerca de un 50% además de cumplir los objetivos corporativos con más de 10 sitios web de marca.
Business Architecture usando Business Model Canvas - Juan David Garzon - Ava...Avanxo
Business Architecture usando Business Model Canvas
Juan David Garzón - Director Experiencia del cliente de Avanxo Usando la metodología del Business Model Canvas (BMC) y los testimonios de casos de éxito entenderemos cómo es posible aprovechando las ventajas de la tecnología en la nube podemos ser competitivos en el futuro cercano y hacer más eficientes nuestros procesos organizacionales.
Caso de Estudio Procaps Softigel - Salesforce Sales Cloud por Camilo Suarez -...Avanxo
Caso de estudio Procaps – Salesforce CRM
Camilo Suarez, Director de inteligencia de negocios de Procaps, una compañía colombiana del sector farmacéutico que produce más de 250 millones de cápsulas al año en el que han logrado un incremento en sus ventas del 13% y un control eficiente de su base de clientes usando salesforce y con el apoyo directo de Avanxo presentó su caso en Cloud Forum Avanxo 2014
Anna Lucia Alfaro Dardón, Harvard MPA/ID.
Opportunities, constraints and challenges for the development of the small and medium enterprise (SME) sector in Central America, with an analytical study of the SME sector in Nicaragua. - focused on the current supply and demand gap for credit and financial services.
Anna Lucía Alfaro Dardón
Dr. Ivan Alfaro
PREVENCION DELITOS RELACIONADOS COM INT.pptxjohnsegura13
Concientizar y sensibilizar a los funcionarios, sobre la importancia de promover la seguridad en sus operaciones de comercio internacional, mediante la unificación de criterios relacionados con la trazabilidad de sus operaciones.
El análisis PESTEL es una herramienta estratégica que examina seis factores clave del entorno externo que podrían afectar a una empresa: políticos, económicos, sociales, tecnológicos, ambientales y legales.
3. HACEMOS REALIDAD LOS BENEFICIOS DE
CLOUD COMPUTING EN AMÉRICA LATINA
Avanxo y su portafolio de soluciones en la nube, le
permiten optimizar y obtener mejores resultados en la
gestión de sus áreas de TI, ventas, mercadeo, servicio
al cliente, talento humano, compras, planeación y una
serie de procesos transversales de su organización.
8. www.avanxo.com
De 3 a 5 años, ¿Cuales serán los principales motores de
cambio en su negocio?
Las Demandas del Cliente
Manejar el Cambio Tecnológico
La Competencia Doméstica
Balance entre Crecimiento y Eficiencia
Consolidación de la Industria
Expansiones Globales
Regulación
Incrementar la Presencia Global
52%
45%
42%
36%
28%
24%
22%
19%
10. www.avanxo.com
De 3 a 5 años, ¿Cuales serán los principales motores de
crecimiento de ingresos de su negocio?
Crecimiento Orgánico/Market Share
Incremento en Venta Cruzada
Nuevos Canales de Distribución
46%
33%
29%
12. www.avanxo.com
En caso de excedentes de capital: ¿Cuáles serían las
prioridades de inversion en los siguientes 12 meses?
Adquisición Estratégica
Programas de Marketing/Cliente
Tecnología de Información
Talento Estratégico
Recompra de Acciones
Expansiones Geográfica
Nuevos Productos y Servicios
Dividendos
34%
25%
24%
20%
20%
15%
12%
24%
14. www.avanxo.com
En los siguientes 2 años: ¿Cuáles son las principales áreas de
inversion en Tecnología?
Crecimiento de Cliente y Servicio
Análisis Predictivo
Modelación de Riesgos
Infraestructura
Movilidad
Business Intelligence/Reportes
Sistemas Core/Upgrades
Infraestructura Cloud Computing
27%
26%
24%
19%
18%
16%
13%
21%
21. www.avanxo.com
Top 5 de la Frustración del Cliente
Source: Accenture Global Consumer Pulse Survey 2013
Contacta la compañía múltiples veces
por la misma razón
74%
En-espera por largo tiempo 69%
Repite la misma información a multiples empleados
o multiples canales
66%
Empleados o sitios de Auto-Servicio
No contestan mis preguntas
64%
Recibió algo diferente de lo prometido 64%
25. 4 large shifts are already happening in Financial Services
Multiple channels
Physical experiences
Transaction
Product-focus
1 Digital channel
Digical experiences
Journey
Customer-centricity
26. Discover
When a customer
calls,
I want the right info
and tools to know
that customer
better.
So I can focus on
her needs.
Customer
CSR
When a customer
feels vulnerable,
I want to quickly
investigate and
payout her claim.
So I can retain that
customer.Claims
Adjuster
When I sell products,
I want to focus my
resources on
profitable prospects,
So I can earn more
commissions.
CEO /
Business
Owner
Producer
When I evaluate risk and
exposure,
I want to quote and bind
the right business.
So I can improve our
underwriting profitability.
Underwriter
When I run my business,
I want reliable, timely, and
predictive insights.
So I can skate where the
puck’s going, operationally
and strategically
VP / LOB
When we talk,
I expect relevant info
& services anytime,
anywhere, and w/
minimal effort.
So I can get on with
my life.
When you earn my
trust,
I expect you to
know my business
needs and budget,
regardless of who is
advising me.
So I can get back to
my business.
When I get requests from
the business,
I want to leverage existing
IT investments in an agile
way.
So I can achieve quick
time-to-valueCIO
29. “CONCIERGE THAT OFFERS
PEACE OF MIND, SAFETY, AND
HEALTH.
WHEN THAT HAPPENS THEY’LL
FEEL GOODTHAT WE’VE BEEN AROUND FOR THEM.
OH, YES, THAT COMPANY,
THEY ALSO SELL
INSURANCE.”
- CEO, SOMPO JAPAN
30. MARKET SELL ONBOARD SERVICE
So where’s the opportunity for you?
1. Do More Through Digital
31. Suggest the right next step or product based on context
Market: Sense & Respond to Every Opportunity
Sense & Predict
Monitor all channels
for opportunity
Build 1:1 Journeys
Across all channels
Personalize Content
To map to customers’
needs/goals
32. The right answer, late, is wrong. Transform lead & referral conversion rates
Sell: Convert Every Opportunity in real time
Capture
Across all channels
Enrich
To provide context
Score
To ensure the right priority
Route
To the right person
Track
Create transparency
for speed
33. Building The Next Generation of Advisor Portal
10,000+ independent advisors
Collaboration between advisors, broker dealers, clients and home office for support
Track clients’ social activities
Salesforce is the nucleus of "Vision 2020 Advisor Portal”
10000
34. Direct-to-consumer portal for self-service and
FAQs
“Direct-to-agents” portal for quoting and product
information
“Assembly-line methodology” to roll out new
capabilities into new markets
6 weeks from state approval to launch and writing
business
Member and agent communities
Stuart Tainsky, CIO
“Our members and independent agents have a world
class, reliable, straight through amazing experience
when they work with us, whether on the claims side,
the underwriting side or the billing side.”
35. PURE Member Portal
Success Story
COMPANY OVERVIEW
Privilege Underwriters Reciprocal Exchange (PURE) is a policyholder-owned
insurer dedicated to creating an exceptional experience for responsible high net
worth individuals and families. PURE’s product suite includes best-in-class,
customizable coverage throughout the US for high-value homes, automobiles,
jewelry, art, personal umbrella liability, watercraft, and flood.
COMPANY PROFILE
• Meet customer demand for greater self-
sufficiency
• Offer industry leading transparency on claims
process
• Create an exceptional customer experience
• Build a branded, secure portal for members to
access all data
• Disrupt the insurance market
• Improve PURE’s Net Promoter Score
• A secure, integrated, branded and mobile ready
member portal
• Membership access to all data at one place with
one log in
• Increased member loyalty
• NPS score of 65, high for the industry
• Increased self-sufficiency for members
• Greater engagement and interaction on member
claims
• Greater company efficiency with fewer customer
calls
• Market differentiation
• PURE enhanced their brand promise and shook
up their industry. In partnership with Salesforce,
and Silverline, PURE integrated Communities
and Chatter onto an existing Salesforce
platform. PURE gave their members much
greater visibility into claims, easy online access
to their data and delivered a premium member
experience.
CHALLENGE BUSINESS VALUE SOLUTION
LOCATION White Plains, NY
COMPANY SIZE 140
INDUSTRY Insurance
COMPETITOR N/A
SOLUTION(S)
Service Cloud,
Communities
FIRST ACTIVE: May 2014
37. MARKET SELL ONBOARD SERVICE
So where’s the opportunity for you?
1. Do More Through Digital
2. Create Effortless Experiences
38. Suggest the right next step or product based on context
Onboard: Create 360 Profile & Capture Needs / Goals
Profile clients
Capture needs & goals
KYC
Personalize offers
Suggest next best actions
Generate referrals
Auto-generate follow-ups
Advise & educate
Access knowledge & tips
39. Turn every client touch point into another reason to stay loyal
Service: Redefine 1:1 Service
Powerful console
Flexible UI & profile tool
Track Goals
To inspire and motivate
Score
To ensure the right priority
Route
To the right person
Track
Create transparency for
speed
40. 300% increase in usage in customer meetings
Less work back at the office (about 20 minutes
saved per new customer)
Mobile Transformation to Drive Sales
Olivier Peradotto, Head of IT,AXAFrance Services
“Now we follow the rule of 1: 1s to
start the Ipad, 1 pound to carry,
and 1 meeting to close the deal.”
74% see time savings, e.g., scheduling, data
access, etc.
90% positive feedback: “our customer data is
available all the time and everywhere”
200
43. Super Users
Social Media
SMS
Phone
Chat
EmailPortals/
Communities Agent
Knowledge Article Broker/Partner
Rapid resolution by best
resource type
Record all member
interactions in centralized
location
Segment Strategy based
on Attributes, Social
Metrics, Sentiment
Consistent experience on
members’ preferred
channels
The Service Cloud Offers A Connected Member Experience
Humana Member
Agent Console
Consistent across any channel your members choose
45. MARKET SELL ONBOARD SERVICE
So where’s the opportunity for you?
1. Do More Through Digital
3. Supercharge Every Employee
2. Create Effortless Experiences
46. Break down silos & make it easier to leverage the whole team
Collaborate & Share: Engage Agents As A Team
Engage across silos
To collaborate effectively
Coverage
Connect with others serving the
client
Find expertise
Leverage expertise
Share documents
Collaborate around knowledge
Integrate workflow
To pass the baton effortlessly
47. MARKET SELL ONBOARD SERVICE
So where’s the opportunity for you?
4. Break Down Silos
48. ATale of Three Communities
Submits new business
lead to broker using
Salesforce1 App.
Manulife Employee Independent Broker
Accepts lead in
Partner Community,
reviews notes and record.
Customer
Reviews broker profile and
product information on
Customer Community.
Manulife Employee
Tracks progress of lead
and receives badge on
Employee Community.
49. MARKET SELL ONBOARD SERVICE
So where’s the opportunity for you?
4. Break Down Silos
5. Promote a Culture of Innovation
50. Set your CRM data free
Analyze: Create Insight Through Client Data
Configure dashboards
Powerful & simple analytics
Set up alerts
Make insights come to you
Sense & predict
Identify next best actions
52. Insurer
Captive / Direct Distribution
Insurer
Independent Distribution
Brokerage / Agency
Property &
Casualty -
Personal
Life – Personal
Property &
Casualty -
Commercial
Life - Group
Our Insurance Customers
55. www.avanxo.com
Hacemos realidad los beneficios de cloud
computing para las empresas en latinoamérica
+400
+11
+400
+120
Proyectos en
Latinoamérica
Países
Clientes
Consultores
Certificados
Avanxo es una compañía de servicios
profesionales enfocada en el desarrollo del
conocimiento alrededor de tecnologías de cloud
computing, con el objetivo de generar valor a
sus clientes haciendo realidad los beneficios de
éste nuevo modelo de negocios en sus
empresas.
Desde el año 2004 hemos ayudado a más de 400
compañías, de diferentes tamaños e industrias a
implementar las tecnologías de cloud computing
que representamos.
Tamaño Regional
Presencia Local
56. www.avanxo.com
Reconocimientos
Avanxo ha sido seleccionada en el ranking
mundial Talkin’ Cloud100
-Top 100 Cloud Services Providers-
(única empresa en latinoamerica)
Avanxo ha sido seleccionada entre las 20
empresas más prometedoras de la computación
en la nube a nivel mundial
Junio 2014
#43 #31
57. www.avanxo.com
Partner de Confianza
Salesforce.com® es líder indiscutible de
soluciones SaaS (Software como Servicio)
para la gestión de relaciones con los clientes
(CRM).
Más de 100.000 empresas de diversos tamaños e
industrias, utilizan Salesforce.com® para
almacenar, analizar, compartir y gestionar
información de sus clientes, atender sus
requerimientos, automatizar sus procesos de
ventas y optimizar sus campañas de mercadeo.
Avanxo es el partner más importante de Salesforce en la región con más de 90 consultores certificados
58. www.avanxo.com
SOFTWARE
Como servicio (SaaS)
Procesos de negocio en la nube.
INFRAESTRUCTURA
Como servicio (Iaas)
Infraestructura elástica de TI en la nube.
PLATAFORMA
Como servicio (PaaS)
Desarrollo de aplicaciones en la nube.
Today, the problem is that, until that customer actually becomes a policyholder, most insurers have little visibility into who that customer is.
They’re interacting with multiple channels, multiple products, at different points in the lifecycle.
But they exist as separate records in siloed backoffice policy, underwriting, and claims system.
As a result, insurers have very limited visibility into half of the customer lifecycle. He/she has a fragmented existence in siloes of separate claims, policy, and billing systems.
As a result, insurers have very limited visibility into half of the customer lifecycle. He/she has a fragmented existence in siloes of separate claims, policy, and billing systems.
As a customer, it’s an exciting time in Financial Services
The industry is waking up and becoming much more customer centric
It’s an exciting time for us, and we believe also for you
It’s a time of change
And it’s not just the customer who’s affected by bad customer experiences. There are a number of actors in the process who are also negatively affected. Employees are often regarded as “where the rubber meets the road” for customer service.
Less than 20% of financial services CEOs feel prepared for the global changes that are impacting their businesses. Some feel their organizations could do better to innovate, make better use of their data, attract talent, and develop new channels to market. In this session, we explore how leaders are preparing for a digital future.
The Digital Insurer Accenture 2013 Consumer-Driven Innovation Survey:
$400bn.
40% switch for P&C only
72% about to renew
You can use the same tools leading retail brands leverage to market across all channels
Monitor all channels for opportunities
Build personalized, 1 to 1 automated journeys across all channels
and personalize content to map to customers’ needs and goals
“Fitbit® is dedicated to helping people lead healthier, more active lives,” said Tim Rosa, VP Global Marketing, Fitbit. “To do that, we put the customer journey at the center of our business, delivering personalized communications when a user buys a Fitbit product, activates their device, downloads the mobile app and when they start tracking their activity, weight and sleep. Journey Builder for Apps allows Fitbit to connect customer journeys to our apps.”
“At Sony PlayStation, we are committed to creating and optimizing 1:1 customer journeys across all channels and devices,” said Sabine Vanin, CRM manager, Sony PlayStation. “The Marketing Cloud enables us to analyze in-game data to deliver personalized content across digital channels and connect with gamers in entirely new ways.”
Go from low single digit lead conversion rates to well over 40%
With a fit for purpose lead and referral engine
Situation:
Advisor group is the largest independent broker-dealers network in U.S. with ~10,000 independent agents. The four broker-dealers that comprise Advisor Group are FSC Securities Corporation, Royal Alliance Associates SagePoint Financial and Woodbury Financial (recently acquired from The Hartford). For a broker-dealer network, one of the key challenges has always been how to keep the independent advisors sticky: stay with the network and sell more their products.
Complication:Historically, Advisor Group has a website for everything in the world that advisors had to go to The tools are organized around apps with all the supervisory responsibilities. It's a lot of information to put that in here and it made it very complicated for advisors to transact business. Advisor Group needed a way to actually help their advisors interact through this complicated environment.
Solution:Then Advisor created a vision named "Vision 2020 Advisor Portal" to consolidate everything so the advisor has one place to go. Further inspired by DF’11, Advisor Group proceeded to place Salesforce at the core of this technology vision and leverage force.com to build an integrated site centered around clients instead of around the responsibilities for an advisor, which is how the industry works.
Also, Advsior Group is going to preload all their 1.6 million clients, 4 or 5 million accounts that are out there. And they said, "This is where you go. Maintain it. This is your books and records." And now, advisors can put in notes, contacts, all the other information and make it the one place of their client management.
It’s a highly regulated industry and regulations change often. Advisor Group embedded all the latest regulatory requirements of know your client right into Salesforce. Again, you've got one place. Now, you're going one place.
Social:
Advisor Group linked up all client activities associated with the social network (i.e. facebook, LinkedIn, Twitter) that's out there. So the advisor is able to see what's going on and track the life events of their clients. When they went on a vacation. What they posted. Where they checked in today. Who has just got a new baby. The client knowledge helps with the relationship. Knowing the client just got promoted is a great time to ask, "Would you like to invest more money?"
Also, the built-in Chatter enables advisors communicate with not only customers but also peers. Most advisors are 55+ years old. Using Chatter gets them some familiarity with social engagement.
Mobile: The salesforce platform sets the foundation up for mobile across all devices, so advisors can have access to information everywhere they go.
An interesting fact is that David Ballard, the then-CIO of Advisor Group and Salesforce champion is recently promoted to COO of both Advisor Group and Sunlife. Talking about IT being the hero!
Publicly Referenceable
Video:
Webinar with Salesforce, Silverline, and Pure: https://www.youtube.com/watch?v=eFcDWC64TJ8
Stuart Tainsky has played competitive sports his whole life, and the experiences he's had on the
lacrosse field and basketball court have influenced his approach to management. "The lesson I've
learned from athletics is, don't be a sideline coach coach
on the field like a quarterback or point
guard," says Tainsky, SVP and CIO of Privilege Underwriters Reciprocals Exchange, or PURE.
"Your team needs to see you play on the field with them, and see you in the trenches working with
them."
Embracing this lesson, Tainsky says, has helped him turn PURE's 14person
IT organization into
an essential and trustworthy partner to the business and a key enabler of the fiveyearold
specialty
personal lines carrier's rapid growth. The "foundational idea" behind White Plains, N.Y.based
PURE ($83.3 million in gross written premium as of Dec.
31, 2010) is that, "The most responsible owners of the
finestbuilt
homes deserve to pay the lowest premiums,
without sacrificing any quality," Tainsky relates. "The
people who are the most responsible 'risk share' between
them all as a membership model."
A Service Mandate
To satisfy these highvalue
"members," as well as the
independent agents who sell PURE's products, speed,
responsiveness and leadingedge
services are essential,
Tainsky says, and his mandate since he joined the carrier
in 2009 has been to provide just that. "The most important
function I do is ensure that our members and independent
agents have a worldclass,
reliable, straightthrough
amazing experience when they work with us, whether on
the claims side, the underwriting side or the billing side," Tainsky says.
"My goal is to make sure they feel they are the most important person in the world," he continues.
"Our technology must facilitate innovative underwriting processes through intricate rules, bringing
data in to write the policies correctly and price them correctly, and select the right members that will
add the right level of risk to the risk pool. That's my mission."
According to Tainsky, these efforts support three primary business goals: grow into new markets,
do it quickly, and do so "in the best way possible." This involves enabling excellent service,
competitive rates, and regulatory and competitive responsiveness, he says. "I'm very fortunate to
be part of a team that looks at me as a peer, or as a leader, to help figure out how to make this
thing work even better than it does," adds Tainsky, who reports directly to PURE CEO Ross
Buchmueller, one of the company's founders.
The Need for Speed to Market
One of Tainsky's biggest accomplishments has been to facilitate that need for speed to market and
do so in a way that solidified the IT organization's reputation as an essential partner. "When I
first got here, there was a belief that technology could not keep up with the business needs and
objectives of growing the company successfully," he recalls. "There were real credibility issues."
The introduction of PURE's offerings in the first few states it entered had been an expensive and
timeconsuming
process, Tainsky notes, so his challenge was: "How do we do this better, how do
we do this quicker?“
Drawing on his background in project management and process reengineering, Tainsky and his
team went back to the very basics of the state rollout process. "We used a methodology of 'keep it
simple,'" he relates, "and took it back to step by step by step: How do we define … what a state
should look like from a frontend
perspective, from a filing perspective at the product level, from an
underwriting perspective? What do we want the guidelines to be?"
The next step was to identify all the states in which PURE planned to launch and from that figure
out how to build a scalable rollout model, according to Tainsky. Once this process model was
created, the IT team could start building tools that would enable what Tainsky calls an "assembly
line methodology" to simplify the process of entering new states.
The results? "This year we are rolling out two states per month, with four products per state [except
in Massachusetts, where PURE doesn't write auto], so it takes about six weeks from the time we
get approval from the state to when it is launched and live in production and writing business,"
Tainsky reports, adding that PURE started 2011 writing business in 11 states and is on target to be
in 30 states by the end of the year. And with a rollout template in place, the process has gotten
progressively easier, Tainsky notes.
Another initiative at PURE that combines speed with service has been electronic delivery of policies
and bills, which was launched in 2010, according to Tainsky. Adopting a push (versus a pull)
strategy in which members must specifically opt out of electronic delivery, PURE securely emails
more than half of the electronic bills and policies it sends to customers.
"We went full force on this," Tainsky explains. "Our members love [electronic delivery] because it's
convenient. There's also a big advantage for us, [in terms of] reduction of the costs of distribution.
We're able to keep costs low, which in turn keeps our rates low."
Tainsky also took a page from the directtoconsumer
online strategies of carriers such as Geico
and Progressive to help PURE launch what he calls a "direct to agents" quoting system that can be
accessed via the company's agent portal. The carrier built what is essentially a "name your price"
capability into its core system, he says, "so while the agent is shopping for a member [he or she
can] understand what the implications might be by changing deductibles or coverages."
Speed and service also are the drivers of a mobile claims adjuster pilot Tainsky is overseeing.
"Claims adjusters carrying mobile devices will be able to do estimates of property damage, then
integrate [that information] with our [Guidewire ClaimCenter] claims system," using the Xactimate
replacement cost estimating component of Orem, Utahbased
Xactware's building and repair
software, he says. "The claims manager responsible for the case can work with [the adjuster] and
quickly have that data."
In addition to San Mateo, Calif.based
Guidewire, PURE's other core solution is OneShield's
(Glastonbury, Conn.) Dragon for policy administration. Tainsky oversaw direct integration of the two
systems to create what he calls a "bestofbreed
infrastructure for applications." As for other
functions, Tainsky says he has implemented an "insourcing/outsourcing" approach that uses
secure cloud computing for "commoditized" functions such as email, telecommunications and the
call center, along with outsourcing of the company's infrastructure.
The Data Imperative
PURE's strategy also depends on access to and use of quality data. Accordingly, an ongoing focus
for Tainsky has been on improving PURE's data model, along with enhancing data warehouse and
BI reporting capabilities. "Data validation and data management have been a huge push for us this
year making
sure we have our data clean, in a manner everybody understands," he relates. The
data model "is serviced by so many different components of our organization that it has to be
perfect." For example, sourcing timely market intelligence from PURE's data warehouse is an
important aspect of an upcoming initiative to use the mobile platform for sales force management.
But data management is not a shortterm
project with a scheduled beginning and end, Tainsky
emphasizes. "It's going to be an effort forever," he says. "You're always trying to figure out what to
add to your model, what other analytics you can put around it. Data governance and data
management is not a project, it's a way of life. We also look at underwriting processing as a way of
life, and doing straightthrough
processing and smart underwriting as a way of life they
are everchanging
and evolving. And using automated underwriting and straightthrough
processing is a
lifestyle for us, not a project."
This is a customer-facing PPT slide that you can add to your presentations.
Less than 20% of financial services CEOs feel prepared for the global changes that are impacting their businesses. Some feel their organizations could do better to innovate, make better use of their data, attract talent, and develop new channels to market. In this session, we explore how leaders are preparing for a digital future.
The Digital Insurer Accenture 2013 Consumer-Driven Innovation Survey:
$400bn.
40% switch for P&C only
72% about to renew
Onboard customers easily and effectively with powerful profiling toolkit
that allows you to capture more than basic profile information, but also needs and goals
Make it easy for your employees to service customers
Give them the industry leading console, optimized for financial services
Publicly referenceable
Video:
Demo: https://www.youtube.com/watch?v=foj9OHbxIu4
AXA is a customer company (in french): https://www.youtube.com/watch?v=-BJK4o939b8
Detailed Write-Ups:
Success brief: https://org62.my.salesforce.com/06930000004qLno
Art of the Deal: https://org62.my.salesforce.com/06930000002SHQT
Situation:
AXA is the largest insurance company in the world with over 100 million customers all around the world representing 57 countries. In a time of global financial crisis, they needed to think differently in order to maintain profitability. The CEO had a vision of being the best service delivering company for insurance markets and he wants to build "the Apple for service in insurance".
In DF’12, AXA introduced us to Project iNov-an iPad app to improve agent productivity.
Background of Project iNov:
AXA uses number “5” to summarize the old world: When sales reps were visiting the client, it took them 5 minutes to start the laptop, 5 kilo to carry with laptop, forms and maybe even a printer and average 5 visits to finalize a deal.
15 months ago, AXA decided to launch Project iNov and built a complete business solution on iPad, which is mobile, paperless and can be used even when disconnected to Internet.
Goals:
AXA wants to improve operational efficiency and ease network animation.
Improve operational efficiency: AXA wanted less administrative tasks for sales reps, so they can have more meetings, more sales and more revenue. When the contract is signed at the end of the meeting, there would be no no homework and the sales reps can go to visit another client rather than spend 30 or 40 minutes to catch the data from the paper form they have complete before.
Ease network animation: With Siebel, the managers don’t have the real time visibility of their team activities; with Salesforce, they can. How many opportunities are out, how many meetings the team are having next week. Now the managers easily see it and manage it.
Solution:
AXA App demo: http://www.youtube.com/watch?v=b-FBdSwMzo8 (Demo starts at 8 min and 18 min)
Agents use their iPads to sell insurance in a fully digital sales process captured in a mobile app. This customer-facing sales tool allows agents to simulate various lifeinsurance package scenarios and calculate premiums. Information and orders input into the app will synch with AXA’s back office and a contract will be generated and sent to the customer. Over 200 agents are now using this application in the field with tremendous adoption.
Security: AXA used AirWatch to get security around their app. It is already a solution AXA had out of the box so this is what they used to make the app available on the AXA store and also to remotely delete data in case of robbery or loss of an iPad
Result:
AXA uses number “1” to summarize the new world: 1 second to start the ipad, 1 pound to carry and 1 meeting to close the deal.
Business results of the 6 month 100-user pilot
300% increase in usage during customer meetings
Less work back at the office (about 20 minutes saved per new customer)
74% see improvement on daily organization (time saving, real-time schedule, real-time access to info)
90% positive feedback: “our customer data is available all the time and everywhere”
Awards:
AXA’s Group innovation award for “Distribution and Digital items”
“Argus d’or” at the insurance annual “Golden Globe” of innovation
Why Salesforce?
After a decade of Siebel, AXA needed something new, more agile, and they were also yearning for mobility for new sales rep. They launched the first version of the mobile app on Salesforce in less than 4 months. In the two years adventure with Salesforce, AXA have actually delivered more versions than what they have done in 10 years of Siebel.
Tips on deleloping an ipad app:
“…keep your project as agile as possible, keep your end client and users very close and do not hesitate to go on a test and learn cycle so that you don’t get away from what the customers really need.”
“… keep it as simple as possible. Don’t go away from standard. Keep it, as standard as possible.”
“… have the right skills, the right team and a strong technical leader. And do not underestimate a change management. We went from a 5-pound package to a tablet. And that means change of the mindsets of your sales rep, the processes and the behavior with a customer. “
Customer Story Tool Link: https://org62.my.salesforce.com/a4b300000004DvLAAU
Payor/provider themes -- hybrid
Payor/provider themes -- hybrid
Less than 20% of financial services CEOs feel prepared for the global changes that are impacting their businesses. Some feel their organizations could do better to innovate, make better use of their data, attract talent, and develop new channels to market. In this session, we explore how leaders are preparing for a digital future.
The Digital Insurer Accenture 2013 Consumer-Driven Innovation Survey:
$400bn.
40% switch for P&C only
72% about to renew
Make it easy for your employees to collaborate across departments
Leverage the whole bank’ expertise
Share documents
Less than 20% of financial services CEOs feel prepared for the global changes that are impacting their businesses. Some feel their organizations could do better to innovate, make better use of their data, attract talent, and develop new channels to market. In this session, we explore how leaders are preparing for a digital future.
The Digital Insurer Accenture 2013 Consumer-Driven Innovation Survey:
$400bn.
40% switch for P&C only
72% about to renew
[Brian]
Back Story: Manulife has many single product customers, many of which do not have a relationship with an active manulife 3rd party broker.
Less than 20% of financial services CEOs feel prepared for the global changes that are impacting their businesses. Some feel their organizations could do better to innovate, make better use of their data, attract talent, and develop new channels to market. In this session, we explore how leaders are preparing for a digital future.
The Digital Insurer Accenture 2013 Consumer-Driven Innovation Survey:
$400bn.
40% switch for P&C only
72% about to renew
Data is the fuel of the 21st Century, and from that data, you need to give your employees powerful insights so they can help the customer more effectively
Dashboards
Powerful & simple analytics
Alerts to make insights come to you
And the ability to easily identify next best actions
Proactive, fingertips of the advisor
Until now, this data has never been able to be applied to the human relationship, the wealth advisor can look at your profile against thousands of other similar
Hey Jeff, where do you want to retire? Ok, here is your
Real time visualization to play around with WITH the customer to change scenarios.. go to school, what if I have that 2nd child.
Specifically within the insurance sector, we already have a great track record across all insurance segments.
[This is important to share with customers because many of our competitors (Pega) and some of our partners may say that we have no “insurance solution”. Completely inaccurate. In fact, out-of-the-box, our service cloud, sales cloud, and communities products meet a large chunk of insurance needs.]