(light music)
Narrator: By seamlessly combining people
and technology to power growth, innovation, and resilience,
BCG implemented a bionic transformation
for Asia's largest insurer, providing insurance, banking,
and investment services to millions.
Our case team, combining best in class consultants
with a full spectrum of digital specialists,
followed a seven step methodology using both human
and tech enablers to complete an end-to-end transformation.
Our first step was to understand the as-is customer journey.
We conducted in-depth interviews
and questionnaires to identify value propositions,
enablers, and bottlenecks in the customer experience.
But we didn't just design the new customer journey
for the client, we launched hands-on workshops
to build multi-department and cross-functional teams
to propel fast and effective journey mapping,
creating a better customer journey now
as well as establishing internal systems,
allowing them to make their own continuous improvements
in the future.
Focusing specifically on four areas
of the corporate client quoting journey,
our analysis identified four key pain points.
We benchmarked against global best practices to
provide customers with self-assisted risk assessment
and monitoring tools, risk mitigation support,
and offering fee-based risk advisory services,
utilizing tech enablers to enhance and expand offerings,
AI based risk modeling, data sensors
and internet of things devices, computer vision,
image recognition, and AR, smart online customer services.
The end result was a six model smart operations platform,
optimizing the multi-customer journey
customer experience across key touch points,
leading to streamlined communication
between agents and customers,
simplified, instant pre-quotes, and improved
customer experience through risk assessment as a service.
This bionic transformation, enabled by agile ways
of working with tech enablers has driven
an end-to-end transformation,
revolutionizing the customer journey
for both agents and customers,
creating a more efficient, more resilient business
for the future.