26th pic - presentation (jason sadler - cigna) v7 final · apps development of megacities rising...
Post on 23-Apr-2018
215 Views
Preview:
TRANSCRIPT
Agenda
• The Global Environment and Key Emerging Trends
• Understanding Tomorrow’s Customer Needs
• Implications for Future Strategy
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna
Providing for the Senior Segment
Rebalance of wealth(West to East)
Digital age
Emerging middle class
Mobile: Smartphones & Apps
Development of Megacities
Rising healthcare cost
Self-tracking medical devices
Increasing chronic
diseases in Emerging Markets
Global Mobility-Jobs, Universities, Nationalities
Economy Health
Social Technology
Global Macro Trends Driving Transformation
3
Total Healthcare costs in Asia-Pacific are projected to increase to USD2.7 trillion by 2020
Note: Markets included are Australia, China, Hong Kong, India, Indonesia, Japan, South Korea, MalaysiaPhilippines, Singapore, Taiwan, Thailand and Vietnam
Source: The World Health Organization Annual World Health Statistics Reports, Part 7 “Health Expenditure”; the United Nations; national statistics and Swiss Re projections
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna 4
0
0.5
1
1.5
2
2.5
3
2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020
USD trillion 2011 – 2020 average growth: 8.2% p.a.
Based on projections of economic growth, medical inflation and population growth.
Population Growth
Increased burden of chronic diseases
Unhealthy lifestyles
Increased life expectancy/ageing population
New high cost treatments
Continued prevalence of endemic diseases
“The rise of chronic non-communicable diseases presents an enormous challenge…For some countries, it is no exaggeration to describe the situation as an impending disaster; a disaster for health, for society, and most of all for national economies.”
WHO Director-General Dr. Margaret Chan, 2011
THE PREVALENCE OF CHRONIC DISEASES IS INCREASING…
…PUTTING STRAIN ON THE ENTIRE HEALTHCARE SYSTEM
Source: CDC; US Census, 2010; AHA; NCI
PATIENTS
5
Prevalence of Chronic Diseases
6Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna
Under 20% age 55+ in 2012 Over 20% age 55+ in 2012
12% 13% 14% 14% 15%
20% 20%23% 24% 25% 26%
28% 29%
38%
18%22% 22% 22%
24%
31%33%
40%38%
32%30%
45%
34%
47%
India Mexico Indonesia Turkey Brazil Thailand China Korea Taiwan NewZealand
US Hong Kong UK Japan
Population Age 55+2012 2018 2030
Source: UN World Population
0
1
2
3
4
5World's total fertility ratemillion
Providing for the Senior Segment
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna
Providing for the Senior Segment
Rebalance of wealth(West to East)
Digital age
Emerging middle class
Mobile: Smartphones & Apps
Development of Megacities
Rising healthcare cost
Self-tracking medical devices
Increasing chronic
diseases in Emerging Markets
Global Mobility-Jobs, Universities, Nationalities
Economy Health
Social Technology
Global Macro Trends Driving Transformation
7
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna 8
Going ViralPhiladelphia Orchestra in Beijing
June 2013
9
12
14
15
16
40
46
Japan
Brazil
UK
USA
SouthKorea
India
China
Internet users who made a purchase using smartphones (%) in 2012
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna
Source: Company data, Gartner, IDC, Nielsen, Morgan Stanley Research
9
Source: Statista, KPGA, The Sociable, Dazinfo, Informa
In 2012, mobile accounted for 12% of global internet traffic
Smartphones sales are more than double the sales of personal computers
Apple’s App Store and Google Play have combined >800,000 apps
People spending about 4x the time on apps than on the mobile web
1.2 billion app users worldwide, projected to have 4.4 billion app users by 2017
Smartphone penetration by geographySmartphone installed base as a % of mobile subscriber base
248 Mil
49 Mil
7 Mil
37 Mil
10 Mil
9 Mil
6 Mil
Increase in Mobile: Smartphones and Apps
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna 10
Digital Age: Think Connected
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna 11
Digital Age: Think Social
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna 12
…Think Customer Empowerment90% of customers trust peer recommendations over brands
….Think 140 Characters53% of people on Twitter recommend brands or products in their tweets; 43% of them intend to purchase
….Think UCG25% of search results for world’s top 20 largest brands are links to user generated content
…Think Multiple Touchpoints60% of Asian customers use more than one interaction point to purchase insurance (non-life)
Digital Age…..
COPYRIGHT © 2013. ALL RIGHTS PROTECTED AND RESERVED.
Welcome to the Age of Transparency
Graph Search by Facebook…
…and independent social filtering aggregators, too
83% of consumers trust the recommendations of their friends
>50% trust online recommendations from complete strangers
Just 14% of consumers trust advertising
The Future of Customer Reviews
You trust your friends, and probably the friends of your friends…
So what are the opinions of people you know? Or that they know?
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna 13
14COPYRIGHT © 2013. ALL RIGHTS PROTECTED AND RESERVED.
In 2010 the average shopper consulted five sourcesBut by 2011 they consulted ten!
In 2010 just 19% of shoppers checked social sourcesBut by 2011 37% did!
“ZMOT – Zero Moment of Truth”
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna 14
Heightened Customer Demands
Perceivedquality
Perceivedprice
“Value”
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna 15
Perceived value Perceived price
Continuous Cycle to Increase Customer Value
design
test
learn
smart innovation
Perceivedquality
Perceivedprice
“Value”
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna 16
17
Business Action
Measurable Results
Insights
Supporting Data / AnalysisQualitative or quantitative pieces of
information that produce a core understanding, ideally from multiple sources
Defined business problem with measurable results
Business Objective
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna
Insights That Matter
Service ExperienceCare DeliverySolutionsReach
Insights that Matter Across the Value Chain
18
Unlocking and acting on insights allows us to help elevate the customer experience.
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna
19Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna
Insight: Having an MRI is scary.
Observation: Fear
Challenge: Clear images, productivity
Opportunity: Clear MRIs, calm patients,better experiences
INSIGHTS and ACTIONS ABOUT CHILDREN AND MRI TESTS
20Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna
Solution #1
Make the Connection
21Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna
22Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna
Solution #2Develop a Kitten Scanner
RESULTSHappier patients, happier parents, happier technicians.
One-and-done results improved dramatically.
23Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna 24
Challenges for Our Industry
• Adding value while balancing rising costs• Availability and transparency of information• Dynamic pricing/new ways of payment (mobile)• Digital as foundation of business strategy • Self tracking medical devices – raising awareness and healthier living• Need for collaboration / partnerships across industries• Providing for the senior segment• Deeper understanding of customer needs
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2013 Cigna 25
Conclusions/Key Take Aways
• Macro trends will continue to drive strategic growth in businesses
• What does it mean to be a global business? The way we distribute, innovate, and interact with our customers are radically changing.
• Customers’ desire for value continue to evolve as they become more informed, more sophisticated in their purchasing behavior
• Deep customer insights allow us to develop relevant solutions –ensuring we deliver true value across all touchpoints
• Our industry faces various challenges but through innovation and collaborative partnerships, we can meet Tomorrow’s Customer Needs
top related