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26 May 2016| Albert Spijkman |Leiden
Innovation at Achmea
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VR-Experience
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Trends
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Customers increasingly want to do digital business and are influenced by best-in-class experiences of other industries. This impacts customer behavior and expectations.
Customers want..
Empowered
Read customer experiences and post feedback
Mobile first Overview & insight
Arrange & manage admin instantly
Personal approach
Connected to the environment
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Our motives for change & innovation
Improve customer service
Improve customer acquisition
Decrease TCO by offering easy online self
service
Reinvent business models
Renew propositions and create added value
Increase customer satisfaction & loyalty
Improve X-sell & retention by more
meaningfull contact with customers
Decrease price in order to operate competitive
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Our motives for change & innovation
Improve customer service
Improve customer acquisition
Decrease TCO by offering easy online self
service
Reinvent business models
Renew propositions and create added value
Increase customer satisfaction & loyalty
Improve X-sell & retention by more
meaningfull contact with customers
Decrease price in order to operate competitive
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Innovation framework & Vision
Innovation Framework & Vision
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Innovation framework
(Digital) Innovation
Digital Excellence
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Impact Growth NPS Cost
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↗
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Customer Events Customer rethink: Digitalization based on customer events
Strategic Innovation Business rethink: The development of innovative propositions, new business models based on strategic innovation themes
Foundation Process rethink: Digitalization of all processes for full omni-channel customer journey
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↗
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Impact Growth NPS Cost
Innovation framework
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↗
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Customer Events Customer rethink: Digitalization based on customer events
Strategic Innovation Business rethink: The development of innovative propositions, new business models based on strategic innovation themes
Foundation Process rethink: Digitalization of all processes for full omni-channel customer journey
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Strategic Innovation themes
Safe living Environment
Healthcare Innovation Mobility & Accessibility
Retirement services
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Our Vision
Support on daily
challenges
Prevention
Insurance
Customer
Value proposition An insurer can no longer afford to simply insure its
customer’s risks and compensate them in case of a claim…
...but must expand its field of interaction to risk prevention…
…and more globally to daily proactive support for its customers during their entire life for all their daily challenges
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Key challenges
Key Challenges
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Key challenges
Insurance Application
Insurance payment
Insurance Claim
I’m moving
I want to secure my
home
I want to get back in shape &
lose 10kg
I want to buy a car
I want to quit smoking
I am looking for a new
neighbourhood to move in
I want to estimate a
house’s price
I want to estimate the
price of future works
I want to do insulation
work
………
My insurer
My insurer
Me
Me
Differentiate from the competition through services offer
New competitiveness, new competition
Develop new sources of profitable growth
Insurance-claims reduction through prevention + new revenue streams + useful data and leads
Reinvent customer relation
A wider field of intervention and a richer customer relationship
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Extended value proposition1
Customer
I secure my home against burgurly
HOME
MOTOR
HEALTH
ENTERPRISE FINANCE & RETIREMENT
I make renovations
I want to save on my energy bills
I’m looking for a new place
I’m renting / I’m sharing
I secure my vehicle
I have to do a technical check
I’m going on holidays
I rent / I Share a car I buy / sell
my car
I want to manage the risks of my
company’s assets
I manage my e-reputation
I want to empower my employees through
training
I need training to become a better
manager
I’m looking after my close ones
I need advice about my financial wealth
I’m looking for a retirement home
I quit smoking
I exercise
I’m looking for home help
I equip my home to better fit my physical
state
I’m looking for a retirement home
I’m moving
I had a disaster and I need to secure
my home
I check the weather to plan my trip
I eat healthily
I do health check-ups
I’m on a diet
I’m planning my retirement
I prepare my succession
I manage my budget
1. Illustrative and non exhaustive
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Innovation Funnel
Ideation
Gate 2 Gate 3 Gate 4
Discovery & Scoping Development Test & Validate MVP Commercialization
Gate 1
• Workaway • TOON
• Smart City - Eersel • Environment – Water mgt • Rockstart E-Health • CAIR • Eurocross Travel • Block Chain
Mobilitity Smart Home Health Innovation Pension Agro Other
Roadguard
Mobility Engine
FBTO UBI
Homies
Home Wizard
Neokidney
ACTIFY
Rockstart eHealth
Eurocross Travel
CAIR
Smart City
Nano pil
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HOMIES
• Homies wants to solve the lack of security in low-income neighborhoods by connecting people and developing mutual trust.
• The proposition builds on the Homies Intelligent burglary sensor, connecting all residents enrolled to the platform through an innovative WhatsApp service.
• Homies wants to reduce the number of burglaries and deaths by fire in social tenements down to zero while increasing neighborhood quality of life.
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Roadguard
• Road Guard: roadside assistance directly without a subscription or insurance. For the one time you happen to get unlucky indeed , use our app. Whether you come to stand still in the middle of nowhere or in front of your own door with a starting problem.
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Actify
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• Start with Actify. Actify helps you convert daily patterns of healthy habits
• Start with your healthy life! : • See where you stand • Be inspired • Participate in challenges
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Homewizzard
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• This Interpolis House Caretaker solution is a package with a smart smoke- and water detector , a smart lamp and an app. which will alert you in case of smoke development or water leakage but also lets you remotely control your lamps.
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Value of Independer
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Value drivers of Independer for Achmea
Leverage expertise between Independer and operations in existing and new markets related to the capabilities of an aggregator.
Opportunities developing aggregator markets abroad
Fast growing online orientation and proposition comparison
Increasing online acquisition through aggregators Growing aggregator market
Independer operates close to the online customer developing excellent knowledge of the customer needs and preferences Excellent online customer knowledge
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Key messages
Customers increasingly want to do digital business and are influenced by best-in-class experiences of other industries. This impacts customer behavior and expectations.
Achmea has different motives for change & innovation and is innovating at different levels
Achmea innovates at different levels to fulfill our customers’ wishes to keep ahead of competition.
Our propositions are moving beyond core insurance and prevention services
Our key challenges are:
- Reinvent customer relation
- Develop new sources of profitable growth
- Differentiate from the competition through services offer and innovative propositions
Being close to the online customer Independer offers a valuable knowledge of customer behaviour … and acts as an innovative platform to evolve the aggregator market.
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