emerce efinancials 2016 - tony dingemanse & tom vanderdooren (risk & sentiance)
TRANSCRIPT
![Page 1: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/1.jpg)
1
Context is King EMERCE E-financials, Amsterdam, December 13th, 2016
Tom Vandendooren (Sentiance)
Tony Dingemanse (RISK)
![Page 2: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/2.jpg)
THINK
BIG. InsurTech Serviceprovider
![Page 3: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/3.jpg)
3
Know your customer Current ways to understand your customer:
Face to Face
Data collection by mail and phone
Cross sell by campaigns
New ways to understand your customer today:
Mobile and App-based
Data collection by behaviour
Cross sell based on lifestyle of customers
![Page 4: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/4.jpg)
CONTEXT IS
KING
Companies do not target
customer segments;
they address customer contexts.
Ogilvy
![Page 5: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/5.jpg)
Back to the Future
![Page 6: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/6.jpg)
Contextual Promise 1. Data-driven marketing, based on
insights into customer behavioral
profile and situational context
2. … enabling to tune marketing
campaigns and content to customer
profile and context in real-time
3. … delivering more relevant, engaging
and impactful interactions, as context
drives customer needs and intent
Context
is King
ROI = CNT x CXT (Σ 6W)
![Page 7: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/7.jpg)
CONTEXT Defined
IMMEDIATE
CONTEXT
RELATIONSHIP
CONTEXT
PERSONAL
CONTEXT
REAL-TIME
SITUATION
AL
CONTEXT
PURCHASE
&
INTERACTIO
N
HISTORY
LIFESTAGE,
LIFESTYLE,
PREFERENCE
S
![Page 8: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/8.jpg)
Mobile as a Sensory Device
Behavior
on the go
![Page 9: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/9.jpg)
Sentiance’s core mission is to become
the reference in contextualizing human behavior
by fusing and interpreting sensor data
AMBIENT INTELLIGENCE to enable the IOU (Internet of You)
![Page 10: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/10.jpg)
From Mobile Data to Contextual Engagement
COLLECT SENSOR DATA
Using smartphone sensors to
capture location and motion signals
1
UNLOCK REAL-TIME CONTEXT
Applying machine learning to interpret
behavioral patterns and context
2
ENABLE CONTEXTUAL MARKETING
Leveraging actionable insights to
enable context aware assistance
3
![Page 11: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/11.jpg)
Sense and interpret the situational
cues of a mobile user
Uncover habits and predict
human behavior
LAYER 1
LAYER 2
LAYER 3
SHOPPING & ENTERTAINMENT
LEISURE
NIGHT OUT CULTURAL EVENT
SOCIALNESS
KIDS DO/PU
WALKING RUNNING DRIVING
(CAR)
TRAIN/BUS/TRAM
WEEKDAY/WEEKE
ND
IN KITCHEN STATIONARY @ RESTAURANT/SHOP/VENUE
ROUTINES … SPORTING
DINING OUT
COMMUTE FROM/TO
SEMANTIC TIME (eg
MORNING)
SHOPPING
OFFICE
BUSINESS LUNCH
WORKING
IRR
PLACE
COMMUTING & MOBILITY
WORK/LIFE
FOOD
HOME
CONTEXT defines the 6W
Learn the personal affinities and
patterns of a mobile user
SEGMENTS
MOMENTS
EVENTS BIKING
WHY
WHAT, WHERE, WHEN, HOW
WHO
HOLIDA
Y ENTERING, LEAVING,
NEAR, …
TRAVELING
![Page 12: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/12.jpg)
![Page 13: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/13.jpg)
Personalization from segments to context
Who?
What?
Where?
When?
Why?
How? SEGMENT
PERSON
CONTEXT
![Page 14: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/14.jpg)
REAL LIFE
behavioral profiling
REAL TIME
context-aware engagement
![Page 15: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/15.jpg)
Smart mobility &
Fleet management
Smart Home services
& Lifestyle Based Insurance
Connected Car
Remote patient monitoring,
Care adherence &
Health coaching
Customer loyalty & engagement Proximity & real-time marketing
Unlocking the Value from IOU
IOU
![Page 16: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/16.jpg)
1. CUSTOMER INTELLIGENCE Enrich demographic & transaction data
with behavioral and contextual insights
2. CUSTOMER ENGAGEMENT Contextual customer experience,
engagement & assistance
3. LIFESTYLE-BASED INSURANCE Risk assessment & claim reduction
Coach & reward safe & healthy behavior
Unlocking Value From Context
![Page 17: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/17.jpg)
WORK/LIFE Routines, semantic times, lifestages Work/Life, Mobility, Shopping, Entertainment, Health Recreate customer empathy
TRANSACTIONS/INTERACTIONS Correlate customer profile, payments & transactions, app usage Omni-channel customer interactions Leverage real-time context & behavioral profile for predictive intelligence
Customer Intelligence //
![Page 18: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/18.jpg)
MORNING
6 AM SEMANTIC
TIME
WORKAHOLIC PROFILE SEGMENT
NIGHT OWL PROFILE SEGMENT EARLY BIRD
PROFILE SEGMENT
MORNING
9 AM SEMANTIC
TIME
CULTURE BUFF PROFILE SEGMENT
FOODIE PROFILE SEGMENT
UBER PARENT PROFILE SEGMENT
![Page 19: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/19.jpg)
CUSTOMER EXPERIENCE Tune (app) experience to real-time context & behavioral profile Real-time personalization & customization (eg. location-based services)
CUSTOMER ENGAGEMENT Align CRM and push messages to behavioral profile (eg cross/up-sell) Leverage context for real-time engagement (eg. push notifications)
CUSTOMER ASSISTANCE Proactive recommendations & coaching based on predictive insights & comparative analysis (e.g. lifestyle-based tips)
Contextual Personalization //
![Page 20: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/20.jpg)
WHEN we know and predict when someone is (not) likely to be responsive
“Best about an hour after I’ve arrived home from work, so I have had time to eat. Not the
days I am picking up the kids. That makes Mondays, Tuesdays and Fridays between
4pm and 5:30pm. Unless I’m stuck in traffic on the E313.“
semantic time activity moments
“Morning is when I wake up, whatever time that may be. Afternoon is when I
have eaten something and wander out shopping or whatever. Night is
when the kids are in bed and I have a horror movie on.”
MORNING ROUTINE
LUNCH TIME
EVENING ROUTINE
NIGHT TIME
SLEEPING
SHOPPING
NIGHT OUT
COMMUTE
WORKING LATE
SPORTS
BIKING
WAITING CITY TRIP
DOG WALK
AT SCHOOL
…
![Page 21: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/21.jpg)
Lifestyle-based Insurance //
Behavioral change
Risk Profile
Behavioral Rating
Lifestyle Coaching
Demo/sociographics Claim history
Driving style & context Health scoring & lifestyle
Home activity monitoring Work/Life patterns & context
Safe driving Green mobility Healthy lifestyle Home security Energy savings
…
![Page 22: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/22.jpg)
USER-BASED CAR INSURANCE Auto UBI & driver coaching leveraging driver profiling From pay-as-you-drive to pay-how-you-drive
LIFESTYLE-BASED HEALTH & LIFE INSURANCE Health Insurance premiums based on healthy lifestyle Well-being monitoring & coaching
HOME INSURANCE & ASSISTED LIVING Home activity monitoring & real-time risk prevention Assisted living & anomaly detection/alerts
ON-DEMAND INSURANCE Contextual insurance based on ad-hoc needs
Lifestyle-based Insurance //
![Page 23: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/23.jpg)
REAL LIFE
behavioral profiling
REAL TIME
context-aware engagement
![Page 24: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/24.jpg)
25
Applications This technology can disrupt the insurance sector
Contextual marketing leads to customized services
Technology integrated in app
![Page 25: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/25.jpg)
26
Insurance and AI App-only (no dongles required)
Measuring of phone-usage during trips
Behavior-based pricing
Sensordata combined with IOT
Including healthdata
Coaching in lifestyle
![Page 26: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/26.jpg)
27
Insurance on demand Coming soon: Insureapp
Protect just the things your want
Pay per use based on your behaviour
Simple: Identify the object and swipe the Insurance on/off
![Page 27: Emerce eFinancials 2016 - Tony Dingemanse & Tom Vanderdooren (RISK & Sentiance)](https://reader034.vdocuments.net/reader034/viewer/2022042619/58702df11a28ab81258b60d1/html5/thumbnails/27.jpg)
28
Get in touch Tom Vandendooren
+32 3 369 96 96
Tony Dingemanse
+31 30 634 40 50