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DIGITAL EXCELLENCE

Hans Zehetmaier,

Hans Zehetmaier, Chairman of the Executive Board and Co-Founder of msg systems ag Traditional Insurance Business Going Digital “The focus is on the customer. The Internet of Things is being integrated and user experience taken into account. That’s the path from digital efficiency to digital excellence.” “Instead of thinking solely in terms of process optimization, as insurers have done to date, they must have customer and user experience on their radar if they hope to get closer to the customer with their business models.” If insurers want to successfully leverage the opportunities afforded by the digital world, they will have to achieve digital excellence. This means: • Customer centricity and customer focus are crucial. Digital analyses and predictive analytics help in understanding customers and putting their needs in focus. and prepares human-machine communication to form the basis for digital interaction and robo-advertising. The central element of I-Digital is the msg Innovation Box. The “my Insurance” digital pattern structures customer needs into solutions. It particularly emphasizes customer self-service and customer business enabling – the more customers are integrated in this way, the more of a central role they play. • By integrating the digital world, insurers can create Digital transformation will bring major changes to the insurance industry. To get from digital efficiency to digital excellence, insurers will have to consistently put their customers front and center, bring about the best possible customer journey using the Internet of Things and offer solutions that respond in a tailored way to customers’ needs. The pace of digital transformation has picked up, driven by new technologies. Companies, markets, customers and business models are undergoing radical change, but not at the same speed everywhere. Industry comparisons show that the insurance sector already boasts a relatively high degree of digitization. Paperless processes are widespread, but the industry still has some catching up to do on its digital strategies and business models. These are urgently needed if insurers are to realize revenue growth despite the fact that new business is leveling off and margins are declining. Discovery Life offers an example of what a successful innovative business model can look like. By rating its real risk based on behavior, the South African insurer was able to lower its claims ratio and achieve a better risk level. This “vitality” rate also adds clear value for the customers because it holds them to a more healthful lifestyle. Discovery is using a franchise system to disseminate its successful model worldwide among other insurers. The Internet of Things (IoT) and the enormous increase in digital devices will also help behavior-based insurance models to catch on, as the example of the IoT Analyzer for usage-based rates in auto insurance demonstrates. While the insurance sector has given birth to such business models, things such as new risks and market players, sometimes even from other industries, are shaping the world of insurance as well. For example, developments such as self-driving cars, connected drive, e-mobility and the sharing economy are increasingly turning car manufacturers not only into mobility service providers but also into insurance brokers and – as a result of manufacturer liability – into policyholders. Roadside assistance services and claims management will become more important; vehicle premiums will decrease. positive customer experiences. Omni-channel, IoT and a flexible bi-modal IT system lay the groundwork for digital communication with customers and make customer journeys consistent across all of their digital devices. • A paradigm shift from the dominance of goods to that of services means insurers will need to think in terms of solutions and offer their customers products oriented toward their needs. Not all segments of the insurance business face these challenges equally. For example, branches like auto insurance are under greater pressure to develop innovative business models than liability insurances. In order to press forward with its own digital excellence, msg relies on the Innovation Autobahn, an initiative designed jointly with leading innovator HYVE. It is aimed at fast, agile development of innovative digital solutions. With its component-based platform, Insurance Suite, industry specialist msg assists insurers in implementing and further developing their business strategies. The key part of this integrated package solution is the I- Digital module. It uses IoT and omni-channel integration “These days, thinking in a service-oriented way means drilling the hole in the wall, not just keeping the drill in the garage.” 4 Digital Excellence – Presentation by Hans Zehetmaier Digital Excellence – Presentation by Hans Zehetmaier 5

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msg ist eine unabhängige, international agierende Unternehmensgruppe mit weltweit mehr als 6.000 Mitarbeitern. Sie bietet ein ganzheitliches Leistungsspektrum aus einfallsreicher strategischer Beratung und intelligenten, nachhaltig wertschöpfenden IT-Lösungen für die Branchen Automotive, Banking, Food, Insurance, Life Science & Healthcare, Public Sector, Telecommunications, Travel & Logistics sowie Utilities und hat in über 35 Jahren einen ausgezeichneten Ruf als Branchenspezialist erworben.

Die Bandbreite unterschiedlicher Branchen- und Themenschwerpunkte decken im Unternehmensverbund eigenständige Gesellschaften ab: Dabei bildet die msg systems ag den zentralen Kern der Unternehmensgruppe und arbeitet mit den Gesellschaften fachlich und organisatorisch eng zusammen. So werden die Kompetenzen, Erfahrungen und das Know-how aller Mitglieder zu einem ganzheitlichen Lösungsportfolio mit messbarem Mehrwert für die Kunden gebündelt. msg nimmt im Ranking der IT-Beratungs- und Systemintegrationsunternehmen in Deutschland Platz 7 ein.


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