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<v Narrator>By seamlessly combining people</v>

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and technology to power growth, innovation, and resilience,

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BCG implemented a bionic transformation

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for Asia's largest insurer, providing insurance, banking,

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and investment services to millions.

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Our case team, combining best in class consultants

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with a full spectrum of digital specialists,

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followed a seven step methodology using both human

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and tech enablers to complete an end-to-end transformation.

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Our first step was to understand the as-is customer journey.

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We conducted in-depth interviews

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and questionnaires to identify value propositions,

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enablers, and bottlenecks in the customer experience.

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But we didn't just design the new customer journey

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for the client, we launched hands-on workshops

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to build multi-department and cross-functional teams

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to propel fast and effective journey mapping,

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creating a better customer journey now

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as well as establishing internal systems,

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allowing them to make their own continuous improvements

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in the future.

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Focusing specifically on four areas

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of the corporate client quoting journey,

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our analysis identified four key pain points.

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We benchmarked against global best practices to

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provide customers with self-assisted risk assessment

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and monitoring tools, risk mitigation support,

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and offering fee-based risk advisory services,

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utilizing tech enablers to enhance and expand offerings,

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AI based risk modeling, data sensors

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and internet of things devices, computer vision,

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image recognition, and AR, smart online customer services.

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The end result was a six model smart operations platform,

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optimizing the multi-customer journey

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customer experience across key touch points,

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leading to streamlined communication

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between agents and customers,

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simplified, instant pre-quotes, and improved

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customer experience through risk assessment as a service.

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This bionic transformation, enabled by agile ways

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of working with tech enablers has driven

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an end-to-end transformation,

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revolutionizing the customer journey

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for both agents and customers,

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creating a more efficient, more resilient business

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for the future.