Making your Mobile Strategy relevant. October 2014

Transcription

1 Making your Mobile Strategy relevant October

2 Agenda The digital age is changing nearly every business model, and many organisations are unprepared to meet the new norm in customer & staff expectations. As such, enterprises need to consider how mobility factors into their organisation s broader business strategy. Jason Little Head of Enterprise Architecture & IT Strategy QBE Insurance In this session: Key considerations when constructing your enterprise mobility strategy. How to ensure it is relevant to your enterprise goals. The approach & lessons learnt from QBE s Digital journey in Asia Pacific 2

3 Insurers are building Apps, but is anyone using them?? Zzz zzz Need insurance? DOWNLOAD OUR APP * i *we think it s really cool Text INSURE to Motivate the customer Insure.com/app

4 Mobile forms part of a comprehensive Digital Strategy Mobile Analytics & Big Data Search Contact Centre (UC) SOA & APIs Things Marketing Customer Web & Content Mgmt Cyber Security Process Mgmt Product Social 4 Cloud & Tech

5 Considerations & decisions when assessing your mobility strategy Key Business Decisions 1 Mobile First Key Technology Decisions Native 4 Services Cross Platform F/W Mobile Ready Framework Targeted Mobile Off the Shelf Responsive Web 2 Single Hybrid Most common Devices Multiple 5 Service Orientated / API Integration Basic eg. BYOD Mobile Enterprise App. Platform (MEAP) 5 3 Consolidated App Deployment there s an app for that App store, link etc 6 Internal Delivery Partner

6 Relevance and convenience are king Most consumers own multiple devices and they expect to be able to move seamlessly between them throughout the day Context drives device usage & is determined by: Location Information & purchase needs Social Interactions, community 6 Time available & required Emotion sentiment

7 The journey to customer delight Convenience, Tailored to my lifestyle, Fairer premiums CUSTOMER PERSONA DEVICE FEATURES CUSTOMER JOURNEY & UX DESIGN 7 INSURANCE SERVICES CONTEXT

8 We place an emphasis on staff & customer engagement 8 Sales Marketing Agents Brokers Underwriters Processing Head office Branches IT

9 QBE Asia Pacific - The case for change Situation: Consumers tech savvy but Old world business model Manual & paper based Industry competitors also slow 9

10 Our digital roadmap Leap 2 Customer Intimacy / Delight Leap 1 Achieving Market Leadership with Responsive Web #changethegame Digital (eg. Targeted mobile) customer Customer Delight in a fully-digital world Providing Products in The Old World intermediary Meeting Expectations in the modern world staff Technology Maturity paper 10 e-commerce & BPM full digital

11 Differentiating in intermediary based e-commerce 11

12 QBE Qnect demonstration 12

13 QBE Qnect - Mobile 13

14 We are also uplifting our internal operations to write business anywhere, anyhow 14

15 And we are seeing this pay off in delight Dear Eileen. I am delighted to receive the below! I am also convinced that we will enter a new era for QBE Malaysia with the deployment of QUW. It is great to have ambassadors of the system (like yourself) to spread the positive outlook to the rest of the staff (and also our intermediaries) who will certainly welcome the news!!! Leo Zanolini Chief Executive Officer QBE Insurance Malaysia Dear Leo, I am glad to be selected into the pioneering team for IBROX. It is indeed a system that will be putting us ahead of the way we do business. QBE need this change and this system will assist to mould the future of our Company. We have already tested out the first feel of the system thru UAT on our mobile and tablet. And I am personally very excited to be able to get the feel of 'working-on-the-go'. This will be the future trend and to be able to be the leader of the industry, we need to be efficient at all times. I see that this system will take us there. Hence, thank you for Making It Happen! We will share this good news to our fellow colleagues. Best Regards, Eileen Lee Branch Manager - Seberang Jaya QBE Insurance (Malaysia) Berhad 15

16 Leap 2 - So what s next? 16

17 Summing up The Mobile business case I can interact with QBE how & when I want. I am rewarded for my loyalty. QBE provides cover that matches my lifestyle QBE is my trusted advisor, they know me. 17

18 Thank you Questions? 18