PRELIMINARY –FOR DISCUSSION ACTIONS WE CAN TAKE –NEXT: NEAR TERM RECOVER ANDADJUST TO THE “NEW NORMAL” WAY OF WORKING • Analyze, prioritize and adjust internal and third party spend to focus on recovery and the “new normal” • Restructure the workforce and processes for an agile organization together with a workforce automation/ optimization (human + machine), increasing also well being services for employees (e.g. telemedicine, …) TRANSFORM THE • Simplify/ digitize sales, aftersales and self-care, modernizing incrementally and aligning business & technology COST CURVE to realize value in each step of transformation • Improve operation efficiency and control operation risk through the combination of artificial intelligence and automation technology • Modernize technology by establishing new digital capabilities (e.g. CRM, standard platforms, Insurtech, ...) • Enable end-to-end security with a “Zero Trust” model • Scale digital communications with customers - ramp up virtual assistant tools and social listening while shifting to PLANNING FOR virtual sales channels (e.g. digital, phone, messaging) THE RECOVERY • Industrialized digital marketing capabilities (Marketing Automation Platforms, Omnichannel, ...) to align to recent consumer attitudes and behaviors • Launch digital coaching to agencies “Run My Digital” • Establish a Life-Cycle strategy for customers, expanding customer information to integrate new data sources and to read new buying behaviors Copyright © 2020 Accenture. All rightsreserved.