From Disruption to Evolution
The Customer Communications Experience
“The year 2020 is a year like no other and
has escalated customers’ expectations for
personalized digital engagement from
insurers.”
willing to use
technologies for better
services
49%
DXC 2020 Insurance Survey – The voice of the consumer
Consumers willing to use technology
for improved services and lower
premiums
64%
willing to use technologies in
exchange for lower insurance
premiums
DXC 2020 Insurance Survey – The voice of the consumer
64%
48%
of consumers are willing to trade
data with insurers that deliver
measurable value
admit their customer
experience is not where they’d
like it to be
Consumers want more frequent,
meaningful and personalised
communications
How can we evolve to close the
communication gap and
strengthen relationships with
unique customer segments?
Your communications do not align with the customer
experience of existing digital assets
Bad Brand Optics
Old Fashioned, not very useful and boring
Brand Game Changer
Statement becomes exciting, easy to digest - includes video and voice interface
A better statement drives
digital engagement
Anticipated
Provide primary information and clear pathways to learn
more
Clear
Insert triggers to drive expanded product
exploration
Relevant
Prepare customers for milestones to maximise their
lifetime value
Start with client communication
Drive engagement by meeting the client at their point-of-need
Skyrocket engagement
by leveraging
personalised video
Personalised Variable Life Policy Explainer
Video
Evolve to use personalised video
Consider consolidating statements
Integrator PayBack Anniversary Letter Policy Schedule Policy Information
+
+
+
Personalised Video Insurance StatementDeliver a consolidated
statement that looks and
works uniformly - by email,
mobile or SMS or even in
real-time on the insurer's member
website or mobile app
Problems and solutions
Attention Spans
“
Consumer attention spans are now shorterthan a Goldfish.” — Microsoft Corp. study
Deliver truly engaging
communications
“Replace the PDF – a place where data goes to
die with interactive and engaging experiences.”
Personalisation:
A Necessity
“If your business isn’t personalising and the other guy is, you’re gonna get eaten alive.” – Jim Cramer, CNBC host
Interactive
Personalised Video
“Personalised video used as part of a content marketing strategy can nudge existing customers
to take the next step in their customer journey.”
— Gartner, 2019
Customer retention Service utilisation
