{"id":44241,"date":"2020-02-10T11:58:52","date_gmt":"2020-02-10T19:58:52","guid":{"rendered":""},"modified":"2020-02-10T11:58:52","modified_gmt":"2020-02-10T19:58:52","slug":"remaining-relevant-integrating-non-traditional-data-into-insurance-insights","status":"publish","type":"post","link":"https:\/\/newed.any0.dpdns.org\/en-us\/industry\/microsoft-in-business\/business-transformation\/2020\/02\/10\/remaining-relevant-integrating-non-traditional-data-into-insurance-insights\/","title":{"rendered":"Remaining Relevant: Integrating Non-traditional Data into Insurance Insights"},"content":{"rendered":"

Every day,<\/span>\u00a0a<\/span>\u00a0typical\u00a0<\/span>connected\u00a0<\/span>customer interacts with hundreds of touchpoints across brands and industries, each activity or click flowing into an ever-expanding mountain\u00a0<\/span>of data<\/span>.\u00a0<\/span>Some of t<\/span>hese brands\u00a0<\/span>are\u00a0<\/span>learning to use that\u00a0<\/span>data to understand\u00a0<\/span>their\u00a0<\/span>customers.\u00a0<\/span>And, they\u2019re<\/span>\u00a0doing such a good job of delivering custom<\/span>–<\/span>tailored experiences, that customers have come to expect that level of\u00a0<\/span>service and are turned off by those that don\u2019t provide it<\/span>. Insurers<\/span>\u00a0<\/span>need\u00a0<\/span>to look to what\u00a0<\/span>leaders in other industries<\/span>\u00a0are doing\u00a0<\/span>in order to<\/span>\u00a0catch up.\u00a0<\/span>\u00a0<\/span><\/p>\n

In the past,<\/span>\u00a0policyholders would fill out a survey and submit records at the beginning of their relationship with their insurer and only interact with them to file or dispute a claim, discuss billing, or change information. This\u00a0<\/span>level of data collection\u00a0<\/span>didn\u2019t provide\u00a0<\/span>insurers with\u00a0<\/span>a holistic view of the customer<\/span>, so they<\/span>\u00a0would fill in the blanks with broad demographic data and create pricing models and services based on that data. That model won\u2019t cut it for today\u2019s policyholder. Traditional means of collecting data are just a single\u00a0<\/span>piece\u00a0<\/span>of a multi-faceted data profile that makes up\u00a0<\/span>the full<\/span>\u00a0picture of\u00a0<\/span>each and every<\/span>\u00a0customer.<\/span>\u00a0Gathering data from multiple sources empowers insurers<\/span>\u00a0like you<\/span>\u00a0to serve better and sell more.<\/span>\u00a0<\/span><\/p>\n

Making non-traditional data work for your business\u00a0<\/strong><\/p>\n

So, w<\/span>hat kinds of data should you be considering when building out a holistic customer profile? In\u00a0<\/span>many<\/span>\u00a0<\/span>cases, you need to look outside of traditional insight systems.\u00a0<\/span>Some<\/span>\u00a0insurers<\/span>\u00a0are incentivizing customers with cost savings opportunities in exchange for more detailed personal data. For example,\u00a0<\/span>IoT devices\u00a0<\/span>can provide enhanced insight around p<\/span>olicyholder movements, health,\u00a0<\/span>weather conditions,\u00a0<\/span>or motor vehicle use.\u00a0<\/span>These expanded data sources can have significant impact across an organization including insight into next-best action, improved underwriting<\/span>\u00a0and\u00a0<\/span>more accurate pricing<\/span>.<\/span>\u00a0In addition, insight-based discounts allow for\u00a0<\/span>a better customer experience and increased loyalty<\/span>.\u00a0<\/span>\u00a0<\/span><\/p>\n

Another source of insight comes from using cognitive services, like text-to-speech or conversational sentiment tools, to develop automated chat services in both customer and agent channels. This\u00a0<\/span>level of service\u00a0<\/span>not only\u00a0<\/span>provides efficiencies for\u00a0<\/span>your organization\u00a0<\/span>and faster customer support, but through\u00a0<\/span>machine learning,\u00a0<\/span>you<\/span>\u00a0can predict customer policy lapses<\/span>\u00a0<\/span>or mitigate customer churn before it becomes an issue.\u00a0<\/span>\u00a0<\/span><\/p>\n

Today\u2019s customer also interacts with brands in real time on social media channels. Insurers are not only interacting with customers on platforms like Facebook, Twitter, and Instagram, but they are also leveraging t<\/span>hose channels<\/span>\u00a0to alert customers to important issues or requests. Applying AI and machine learning to these channels allows\u00a0<\/span>you<\/span>\u00a0to be even more proactive in engaging customers and prospects and provides a better view of how\u00a0<\/span>your\u00a0<\/span>products and services are being received by\u00a0<\/span>your<\/span>\u00a0audience and the public at large<\/span>.\u00a0<\/span>\u00a0<\/span><\/p>\n

Creating a confluence of non-traditional datasets\u00a0<\/strong><\/p>\n

While gathering information from non-traditional sources is valuable, the data by itself only goes so far.\u00a0<\/span>By pulling\u00a0<\/span>insights from non-traditional sources<\/span>\u00a0into the data analytics mix and applying machine learning algorithms, you have an opportunity to\u00a0<\/span>be more relevant than ever to your customers and achieve exponential gains in productivity and efficiency across your organization.\u00a0<\/span>At this time<\/span>, each of these data sources within most insurance companies remains siloed, limiting the overall value to your company.<\/span>\u00a0<\/span><\/p>\n

Think about all of the data your company\u00a0<\/span>might gather<\/span>\u00a0from its customers and prospects: contracts, point of sale, case studies, web, email, mobile, partners, events, loyalty, geolocation, social media.\u00a0<\/span>Imagine\u00a0<\/span>the insights you could achieve by integrating and analyzing all sources of data from every part of your organization.\u00a0<\/span>With a<\/span>\u00a0360-degree view of each customer, their behavior and what motivates their transactions<\/span>, you\u2019d be able\u00a0<\/span>to create the rig<\/span>ht set of services to meet their evolving needs.<\/span>\u00a0<\/span><\/p>\n

Leveraging the right analytics, you could better identify leads, create optimal competitive intelligence operations, and empower employees to provide proactive customer services. Proactive service leads to minimizing customer risk, mitigating issues before they escalate, and huge savings on customer damage payouts and disruption. With\u00a0<\/span>AI, machine learning, and\u00a0<\/span>data integration, you can develop a true\u00a0<\/span>o<\/span>mni-<\/span>c<\/span>hannel customer experience<\/span>, freeing your customers to interact with you on their terms<\/span>\u00a0without\u00a0<\/span>you\u00a0<\/span>losing control of\u00a0<\/span>important information.\u00a0<\/span>\u00a0<\/span><\/p>\n

Leaders in the insurance industry are leveraging advanced technologies to stay competitive and, most of all, relevant to their customers. Using solutions like\u00a0<\/span>Microsoft\u00a0<\/span>Dynamics 365 Customer Insights<\/span><\/a>\u00a0allows them to not only integrate and analyze all of their data, but also to create and integrate custom applications to get the information they need<\/span>\u00a0to optimize services<\/span>. With this level of integration, no interaction or data point gets lost in the ether, ensuring a full snapshot of every customer. Plus, with Microsoft\u2019s trusted enterprise-level security and manageability, they can be sure customer information, and their trust,\u00a0<\/span>is\u00a0<\/span>secure.\u00a0<\/span><\/p>\n

Learn more about how you can\u00a0<\/span><\/span>liberate your data<\/span><\/span>\u00a0and stay competitive<\/span><\/span>.\u00a0<\/span><\/span>Download our latest white p<\/span><\/span>aper,\u00a0<\/span><\/span>Delivering Differentiated Policyholder Experiences<\/span><\/span><\/a>.<\/span><\/span>\u00a0<\/span><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

Every day,\u00a0a\u00a0typical\u00a0connected\u00a0customer interacts with hundreds of touchpoints across brands and industries, each activity or click flowing into an ever-expanding mountain\u00a0of data.\u00a0Some of these brands\u00a0are\u00a0learning to use that\u00a0data to understand\u00a0their\u00a0customers.<\/p>\n","protected":false},"author":0,"featured_media":44265,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ep_exclude_from_search":false,"_classifai_error":"","_classifai_text_to_speech_error":"","footnotes":""},"categories":[1536],"post_tag":[1599],"content-type":[],"coauthors":[1179],"class_list":["post-44241","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-transformation","tag-financial-services"],"yoast_head":"\nRemaining Relevant: Integrating Non-traditional Data into Insurance Insights - Microsoft in Business Blogs<\/title>\n<meta name=\"robots\" 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