CX Post-COVID

CUSTOMER EXPERIENCE IN A POST COVID-19 WORLD Copyright © 2020 Accenture. All rightsreserved.

Video Player is loading.

Play Video

Play

Mute

Current Time 0:00

/

Duration -:-

Loaded: 0%

0:00

Stream Type LIVE

Seek to live, currently behind liveLIVE

Remaining Time --:-

 

1x

Playback Rate

Chapters

• Chapters

Descriptions

• descriptions off, selected

Captions

• captions settings, opens captions settings dialog
• captions off, selected

Audio Track

Picture-in-PictureFullscreen

This is a modal window.

The media could not be loaded, either because the server or network failed or because the format is not supported.

Beginning of dialog window. Escape will cancel and close the window.

Text

ColorWhiteBlackRedGreenBlueYellowMagentaCyanTransparencyOpaqueSemi-Transparent

Background

ColorBlackWhiteRedGreenBlueYellowMagentaCyanTransparencyOpaqueSemi-TransparentTransparent

Window

ColorBlackWhiteRedGreenBlueYellowMagentaCyanTransparencyTransparentSemi-TransparentOpaque

Font Size

50%75%100%125%150%175%200%300%400%

Text Edge Style

NoneRaisedDepressedUniformDropshadow

Font Family

Proportional Sans-SerifMonospace Sans-SerifProportional SerifMonospace SerifCasualScriptSmall Caps

Reset restore all settings to the default valuesDone

Close Modal Dialog

End of dialog window.

THE SUDDEN ACCELERATION OF A 20-YEAR- OLD TREND FAST FORWARD TO 2025 Copyright © 2020 Accenture. All rightsreserved.

QUESTION Will it be back to business-as- usual after the Covid exit or will insurers use the opportunity for transformation? YES / NO Copyright © 2020 Accenture. All rightsreserved.

DIGITAL INSURERS ARE UNHINDERED BY COVID-19 Digital Business-Continuity as the New Normal Copyright © 2020 Accenture. All rightsreserved.

GLOBAL INSURERS ARE GEARING UP TO BECOME DIGITAL-FIRST PLAYERS ABC INSURER ABC INSURER ABC INSURER ABC INSURER ABC Copyright © 2020 Accenture. All rightsreserved.

COVID-19 IS ACCELERATING DIGITAL ADOPTION –FAST FORWARD TO 2025 Consumers who are likely to buy or increase usage of technology 75% 58% 57% 57% 53% 54% Voice- Online Self-service Intelligent Wearables Home enabled recommendati apps home devices Wi-Fi digital on apps assistants nd th Copyright © 2020 Accenture. All rightsreserved. Source: Accenture COVID-19 Consumer Pulse, conducted 2 –6 April.

QUESTION Do you see customers wantingto interact through various digital channels like Chat and Social Media? YES / NO Copyright © 2020 Accenture. All rightsreserved.

INNOVATIVE SERVICES SHOW THE WAY FOR POST-COVIDSALES AND SERVICE EXPERIENCE Independent living for the elderly Mind–video calling, reminders, listen to music Body–activity tracking, exercise videos, manage medicines and health appointments Home–manage shopping lists, home temperature… Portal - for remote support and monitoring Copyright © 2020 Accenture. All rightsreserved. 8

INDEPENDENT LIVING FOR THE ELDERLY MORNING LUNCH TIME AFTERNOON EVENING DE Wellbeing Text to Voice / Family T Vital Signs Video Calls Voice to Text Video Calls C FAMILY, FRIENDS Tracking Everything OK, messaging E AND CARERS N N Connected Remote Delivery of Notifications O Groceries List Medical Groceries Local Virtual C LOCAL SHOPS AND Medic Visits and Medicines Events G COMMUNITY GROUPS NI Y Music and News Favourite A Radio Broadcasts Programs Notifications T MAINSTREAM Streaming S DIGITAL SERVICES Copyright © 2020 Accenture. All rightsreserved. 9

RE-INVENTING THE TOTAL CUSTOMER EXPERIENCE From Omni-Channel/Contact Centers to Digital-Only Human meaningful conversations on Advice and Service crucial but “optional” What is a remote, distributed call centre anyway? Agent Call Center Dynamic IVR Online Apps Voice Bot Social SMS / USSD Devices (IoT) Indirect Partners Field Agent/ Adviser Virtual Agent CC Employee 3rdLine Expert Copyright © 2020 Accenture. All rightsreserved.

QUESTION How will your agents react to AI Assistance Tool and to simple queries being covered by Virtual Agents? 1. Great, I have more time for client relationships and advice 2. Over time I can see it work 3. Things will just become a mess and I will need to pick up the pieces 4. Bots threaten my job Copyright © 2020 Accenture. All rightsreserved.