Managing Customer Experience Effectively in a Disruptive Omni-Channel World. Albert Tay Director, FSI, APAC OpenText atay@opentext.

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1 Managing Customer Experience Effectively in a Disruptive Omni-Channel World Albert Tay Director, FSI, APAC OpenText atay@opentext.com

2 Disruptive Innovation We are living in a time of massive disruption where information and the way we use it is changing the rules of business Information is at the heart of the disruption

3 The Digital Age Information drives innovation and growth Information leads to greater insight, higher customer satisfaction, accelerates time to market, helps to open new opportunities, and enables you to remain competitive Information is a key strategy component for every organization

4 Information will be the currency of the digital economy Enterprise Information

5 Enterprise Information Management Discovery Business Process Management Enterprise Content Management Customer Experience Management Information Exchange Developer Tools Ecosystem Solutions Cloud Solutions

6 Customer Experience Management Accelerate the time to market using digital experience tools to deliver media rich, personalized and targeted communications.

7 Top 10 Technology Initiatives for 2014 Top 10 Technology Initiatives for Insurance (2014) Integrate customer communications across channels to create a consistent customer experience Improve digital service and support to deepen customer engagement Develop tailored digital marketing to boost sales in digital channels Invest in cross-enterprise analytics to transform big data into actionable insight Integrate consumer and distributor portals with back-end technology Optimize the value of CRM across diverse distribution channels Improve data process management to bolster ongoing security and compliance efforts Automate compliance processes to reduce the costs and risks associated with regulatory reform Facilitate real-time decisioning with collaboration technology Leverage increasing variety of core system delivery options

8 Silo Channels and Processes Archive Archive Archive Archive Archive CEB TOWERGROUP INSURANCE

9 Customer Communications Hits all Channels 9

10 Dynamic Customer Communications Using OpenText Streamserve, Innovate delivers dynamic and interactive personalized Communications to customers containing a promotion for the new investment product.

11 Dynamic Customer Communications Using OpenText Streamserve, Innovate delivers dynamic and interactive personalized Communications to customers containing a promotion for the new investment product. Consolidated Portfolio Summary Make payment to: Innovate Corporation 1234 Streamserve Road NY, NY Policy Number Protect Myself and My Family Due Date Total Amount Due by 12 June 2014 $.

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13 Building Information-based Strategies for FSI Growth Agenda Asset Efficiency Efficiency & Productivity Customer retention Standardization New Channels Operational Excellence Reduce Risk Earnings Business Agility More Insight Reduce Cost Customer Satisfaction Competitiveness Diverse CIO Agendas. Many EIM Value Propositions. ECM BPM CEM IX Discovery InfoFusion

14 One of the largest insurance companies in the Netherlands with 1,2M customers, 1,700 employ and an annual turnover of 7b Cover Page Welcome Letter Statement Contract Personalized Offer This solution helps us to retain existing customers by saying one thing to one customer and something else to a different customer... It makes this easy for us Bertjan Teunissen, Electronic Document Processing

15 Gaining a holistic view of our customer experience Streamlined life insurance claims, new business, underwriting and policy administration for retail and corporate customers.

16 Innovate Corporation 1 Temasek Boulevard Innovate Corporate Tower Singapore Innovate Corporation 1 Temasek Boulevard Innovate Corporate Tower Singapore Click for F3 for Historical Fund Performance Click to Contact Agent for Fund Switch

17 Elevating and Enhancing Customer Experience

18 Consistent Customer Experience Across Different Markets in Asia

19 Customer Communication Management Key Customer Benefits: Engage more profitably with customers Streamline document-related business processes Give business users hands-on control of documents processes Significantly reduce costs associated with customer communication

20 Drop us your name card and stand a chance to win 22

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