OUR VIEW 1 CATALYST 1 SUMMARY 1 ANALYSIS 2 Insurers must gain a full view of the customer in order to drive cross-sales and allocate resources more efficiently 2 Customer centricity begins with Customer Data Integration (CDI) 2 Customer segmentation: The first step in customer analytics 2 Beyond segmentation: Portfolio Analysis and Predictive Analytics 3 Insurers must aggressively manage their producers, i.e. agents and brokers 3 Portals: The differing needs of captive and independent agents 4 Insurers need to integrate and automate sales, marketing and operations 5 'Close the Loop' 5 Intelligent automation reduces costs and improves service 6 ACTIONS 8 Design flexible offerings that meet the needs of the intricate insurance process 8 Create insurer-agent portals that allow for collaboration but respect the agents sovereignty 8 Know where the market is heading so that you can properly market to insurers 8 APPENDIX 9 Definitions 9 Methodology 9 Further reading 9 Ask the analyst 9 Our consulting 9 Disclaimer 10 List of Figures Figure 1: The process required to turn a prospective customer into a policyholder 6
