Insurance POVClient Overview

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What has changed in the world of Commerce for InsurancePolicyholders are more

connected and empoweredChanging demographics are forcing insurers to rethink their operationsAgile competitors are disrupting traditional business models

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There has been a massive change in how people engage with brands…

As leaders we need to embrace all the information that allows us to understand customers and serve them better

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A Customer Satisfaction Gap Exists in Insurance

of policyholders switched their insurer when their needs changed and their insurer couldn’t keep up

WHAT POLICYHOLDERS DO…

Source: IBM IBV Study “Capturing Hearts, Minds & Market Share”

WHAT POLICYHOLDERS FEEL…

of policyholders do not trust the insurance industry

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Expectations are high … I want …

Insurance personalized for my unique situation.

Instant gratification during my insurance buying process.

The ability to access support any time of the day or night.

Fostering customer engagement Nurturing

loyalty with personalized marketing

Personalizing online experiences

Engaging agents & clients via multichannel digital

experiences

INSURERS ARE …

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Marketing Policyholder Engagement

B2B Integration

We help forward-thinking leaders in these disciplines to drive growth and loyalty …

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Marketing as the new growth leader

Customer Analytics

Marketing

Digital Experience

IBM Interactive

IBM for Marketing helps you … • Grow the value of every

unique policyholder relationship

• Deliver policyholder experiences that create unbreakable bonds

• Create insights from human behavior and sentiment

eCommerce & Merchandising

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Policyholder Engagement to drive growth

Customer Analytics

eCommerce & Merchandising

Digital Experience

IBM Interactive

IBM for Customer Engagement helps you …• Understand policyholder

preferences and behaviors that deliver personalized buying experiences

• Streamline sales across channels

• With real-time visibility to performance to take action

Retail Payments

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B2B Integration that delivers agility

B2B Integration

Procurement

Payments

IBM Managed Services

IBM for B2B Integrationhelps you …• Have safe and timely

exchange of exactly what your policyholders, partners and suppliers expect

• With real-time visibility to react to exceptions, bottlenecks and performance

• Achieve rapid new partner onboarding and existing partner change management

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Marketing

Engage policyholders inrelevant and rewarding experiences that makes them ask for more.

Deliver a differentiated brand experience across channels and show policyholders how much they matter to you.

Customer Engagement

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Customer Analytics

Really knowhow your policyholders are feeling and what they need to serve them better.

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Digital Experience

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B2B Integration

Improve information flows across all business relationships to be more responsive.

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Advancing our agenda in these areas

Experience DesignDesign based on a deep understanding of our users

Cognitive PowerAbility to see patterns and make unlikely connections

Industry ExpertiseScale with speed by developing asset-based industry solutions

Open EcosystemData exchanged to develop personalized policyholder experiences

© 2015 IBM

Experience design…

We design our software around roles We embed analytics and cognitive capabilities

We are focused on customer journeys

We are focused on deep personalization and delivering it at scale

We use agile methodologies to deliver innovations quickly

We don’t try to own your data – we help you connect data – syndicate it at the right time

We don’t believe any one vendor can do it all – therefore we invest in an open architectures

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For OperationsImproved Processes

For Customer Experience

Customer Engagement

Insights

For Marketers

Analyze TrendsReal-time

Personalization

Embracing the power of Cognitive Engagement in Insurance

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Industry Expertise

Experience design and digital consultancy using disruptive thinking, visioning workshops, and cross-industry expertise

IBM IX pioneered new apps on the Apple watch for Nationwide, Citi and Japan Airlines

IBM is a leader in digital transformation consulting and SI services-IDC MarketScape 2016

25 Global Design Studios

World class design and digital transformation services

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Open Ecosystem

Ready for IBM CommercePre-built integrations that deliver value faster with complimentary capabilities.

IBM Universal Behavior Exchange For a key set of Business Partners who create and leverage a vast pool of behavioral data.

Plus…A comprehensive set of resellers, system integrators, complimentary solution providers as well as digital marketing agencies and marketing service providers.

Investing to deliver better customer experiences…

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350,000+ Global trading entities connected

IBM Commerce delivers nearly 15x ROI for every dollar spent100% of the Global Fortune top 100 insurance companies have worked with IBM

15,000+ professionals are dedicated to serving the insurance industry

1 billion+ insurance transactions per day are processed on IBM platforms

IBM teams with

17 of the top 20 insurance companies in the US

$100 billioncommerce transactions analyzed Holiday Benchmark Reports

Sources: IBM and Nucleus Research provided for illustrative purposes and is not intended to be a guarantee of future growth rates or market opportunity; IBM analysis

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Why choose IBM Commerce?

Powered by Watson

Experience DesignDesign based on a deep understanding of our users

Cognitive PowerAbility to see patterns and make unlikely connections

Industry ExpertiseScale with speed by developing asset-based industry solutions

Open EcosystemData exchanged to develop personalized customer experiences

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Learn how IBM can help you turn:Transactions into relationshipsTrust into loyaltyPolicyholders into advocatesSuppliers into partners

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