Bringing Order to Chaos - CGU Insurance at NIBA 2013
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Bringing Order to ChaosBringing Order to Chaos
CGU Ins ranceCGU Insurance
October 2013
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Di it lDigitalDarwinism
Reference: Brian Solis
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It i t th t t th t iIt is not the strongest that survive, nor the most intelligentnor the most intelligent,
but the one most responsive to…..
change
- Charles Darwin
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Innovation
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Google Glass
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Samsung Galaxy Gear
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Bitcoin
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Big Data
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Big Data is the frontier of a firm’sBig Data is the frontier of a firm s
ability to store, process and access y , pall of the data it needs to
operate, make decisions, d k dreduce risks, and serve customers
‐ Forrester
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Social Insights
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Social Insights
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Personalisation
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One Size Does Not Fit All
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Amazon
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Spotify
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Communities
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A virtual community is a social network of individuals who
di it linteract through digital media, irrespective of geographyirrespective of geography,
in order to pursuein order to pursue mutual interests or goals.
Wiki di- Wikipedia
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Red Bull
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Red Bull
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Red Bull
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Huggies
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American Express
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Telstra
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Social
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Social Networks
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Social Networks
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Social Networks
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Social Business
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Social Trends
1 Branded entertainment overtaking traditional disruptive marketing
2 Social search is displacing Google’s traditional search2 Social search is displacing Google s traditional search
3 Gamification & videos driving customer loyalty
4 Social commerce becoming a real sales channel
5 Building relationships to crowdsource ideas & develop new products5 Building relationships to crowdsource ideas & develop new products
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Mobile
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Mobile toMobile toeclipse Desktop p p
by 2014
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1 in every $101 in every $10 spent online is nowspent online is now
m-Commerce
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Sephora
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Starbucks
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Nike
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Bringing Order to Chaos
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Lines are Blurring between Online & Offline
Source: Goolgle
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Context Drives Choice
Source: Google
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Dynamic Customer Journey
Sales
Marketing
ServiceService
Source: Altimeter Group
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Customersac
e
e e
ace
to F
a
Phon
e
Prin
t
Emai
l
Web
Mob
ile
Soci
al
Cha
t
Fa
Multi Channel
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Customers
Seamless Experience
eto
Fac
e
hone
Prin
t
mai
l
Web obile
ocia
l
Cha
t
Face
Ph P E W Mo So C
Omni Channel
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Design Thinking
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Emerging Business Functions
OfferDesigners
Micro NeedMatchmakersDesigners Matchmakers
CommunityMaestros
CommercialOpportunityMaestros pp yDetectives
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Financial Services
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CGU Insurance
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Be Part of the Evolution…