Capgemini-2018年保险行业报告（英文）-2018.9-64页-2mb

报告摘要

World Insurance Report 2018 Summary

Core Content

The World Insurance Report 2018 provides an in-depth analysis of the insurance industry's current state and future readiness in the face of rapid technological changes and evolving customer expectations. It emphasizes the need for digital agility as a critical factor in ensuring long-term business success and sustainability.

Main Viewpoints

The insurance industry is at an evolutionary crossroads, with emerging technologies like artificial intelligence, blockchain, and the Internet of Things (IoT) reshaping the sector.
Customer experience (CX) is a major area for improvement, with the insurance industry trailing behind retail and banking in terms of CX and satisfaction.
BigTech firms are entering the insurance market, offering disruptive models and leveraging digital technologies to create personalized and proactive customer engagement.
Digital adoption is essential for insurers to remain competitive and meet the expectations of time-strapped customers.
Tech-savvy and Gen Y customers are more likely to engage with digital channels and value convenience, personalization, and proactive services.
Traditional customer interaction models are being replaced by digital and omnichannel approaches, allowing insurers to engage more frequently and proactively.
InsurTech collaboration and a cloud-native approach are necessary for building synergistic digital capabilities and improving operational efficiency.

Key Information

Customer Experience Gaps

Insurance ranked third in cross-industry CX assessments, with retail and banking leading.
Gen Y customers reported 25.7% positive experience with insurance, compared to 32.6% with banking.
Tech-savvy customers had a higher positive experience with insurance than non-tech-savvy customers.
Customer satisfaction with insurance is lower than with banking, particularly in ease of use and mobile app features.

Digital Channels

Digital channels (internet/website, mobile apps) are becoming equally important as traditional channels.
Over 55% of Gen Y and tech-savvy customers cited the internet/website as an important channel.
Over 40% of insurance customers considered a mobile app as an important channel.
Omnichannel engagement is preferred by tech-savvy and Gen Y customers, indicating a need for seamless integration across platforms.

Digital Agility and Future-Ready Models

Digital agility is defined as the ability to respond quickly to market shifts and customer needs using real-time data and actionable insights.
Insurers are adopting digital tools to capture and analyze customer data, with social media being the most preferred platform.
Big data analytics, predictive analytics, and emerging risk modeling are key digital capabilities.
Robotic Process Automation (RPA) is gaining traction as a key digital technology for operational efficiency.

Collaboration and Innovation

Collaboration with InsurTech firms is essential for cost-effective development of digital capabilities.
A cloud-native approach enhances scalability, agility, and cost efficiency.
Value-added services are becoming a key differentiator, enabling insurers to increase customer touchpoints and enhance customer experience.

Regional Insights

North America had the highest positive experience with insurance across all demographics.
Europe and Asia-Pacific (excluding Japan) reported lower positive experience.
Latin America showed moderate positive experience, with tech-savvy and Gen Y customers being less satisfied than others.

Proactive Engagement and Personalization

Proactive, personalized offers are well-received by customers, with 45.7% of tech-savvy and 38% of Gen Y customers open to such proposals.
Proactive outreach correlates with positive customer experience, as customers who receive life-stage event-based offerings report higher satisfaction.

Conclusion

The World Insurance Report 2018 highlights that the insurance industry must embrace digital agility to remain competitive and meet the evolving expectations of customers. With the entry of BigTech firms and the growing demand for personalized and convenient services, insurers are urged to invest in digital technologies, collaborate with InsurTech, and build future-ready operating models. The report underscores that customer experience is a critical differentiator, and digital transformation is no longer optional but a strategic imperative for long-term business sustainability.