Desafios da distribuição de seguros:
Mobilidade e localização com WiFi e
iBeacon aplicados ao Omni-channel
Rodrigo Gonsales
Diretor de Soluções – FSI Brazil LATAM da Cisco
rgonsale@cisco.com
•
Esta acontecendo agora… uma evolução
digital
•
Senso de urgência … tem empresas que
estão fazendo seu trabalho digital
•
Como conseguir resultados com o advento
das iniciativas digitais hoje !
•
Q&A
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9.7%
m-commerce
38%
YoY
#
3
WW
18.7
min / dia
145
milhões
75%
móvel
34%
mobile
39%
Municípios c/
Banda Larga
85
milhões
c/ acesso Internet
Source: ANATEL, Teleco, Telebrasil
CRM
Redes
Sociais
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O que faz sentido para o
meu negócio?
Qual é a minha
jornada?
Mobilidade faz parte
do meu plano?
Business Scenario
Business Outcome
• Reinforce value of the card and
customer loyalty
• Enable higher conversion rate
• Foster relationship with card issuer
• Move to “Digital wallet” and eliminate
paper
AMERICAN EXPRESS (AMEX)
SERVING THE EMERGING DIGITAL CUSTOMER
Business Challenges
• Delivering a differentiated service
• Increase card member retention and
new acquisitions
• Providing tiered services to recognize
and reward customer loyalty
Business Capability Enabled
•
Delivering a differentiated service
•
Increase card member retention and
new acquisitions
•
Providing tiered services to
reco-gnize and reward customer loyalty.
3.
Call arrives with customer information
through a “screen pop” on the agent’s
desktop; a two-way video session is
initiated.
4.
Agent enables card for international
travel and offers to cross-sell travel
insurance.
1.
Customer is traveling internationally and
reaches out to credit card provider for
assistance with international card.
2.
Customer clicks on iPad application and
a click to call button is presented. Call is
routed based on caller status/profile,
product, and other attributes to the
appropriate agent
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