{"id":70,"date":"2015-01-19T19:15:56","date_gmt":"2015-01-19T19:15:56","guid":{"rendered":"https:\/\/cm-edgetun.pages.dev\/fr-ca\/industry\/blog\/industry\/financial-services\/the-digital-insurer-digitizing-agent-and-customer-interactions-across-all-channels\/"},"modified":"2015-01-19T19:15:56","modified_gmt":"2015-01-19T19:15:56","slug":"the-digital-insurer-digitizing-agent-and-customer-interactions-across-all-channels","status":"publish","type":"post","link":"https:\/\/cm-edgetun.pages.dev\/fr-ca\/industry\/blog\/financial-services\/2015\/01\/19\/the-digital-insurer-digitizing-agent-and-customer-interactions-across-all-channels\/","title":{"rendered":"L&#8217;assureur num\u00e9rique\u00a0: Num\u00e9risation des interactions entre agent et client sur tous les canaux."},"content":{"rendered":"<p>Les technologies num\u00e9riques connectent les clients et les organisations comme jamais auparavant et elles offrent de grandes opportunit\u00e9s aux assureurs pour enrichir leurs relations clients et optimiser la productivit\u00e9 des agents.<\/p>\n<p>Nous utilisons l\u2019id\u00e9e de l\u2019assureur num\u00e9rique pour conceptualiser les fa\u00e7ons dont les compagnies d\u2019assurance peuvent num\u00e9riser et enrichir les interactions clients et l\u2019exp\u00e9rience des agents sur tous les appareils qu\u2019ils utilisent. En temps que tel, un assureur num\u00e9rique peut \u00eatre divis\u00e9 en trois piliers principaux\u00a0: omnicanal, informations d\u00e9taill\u00e9es sur le client et exp\u00e9rience de l\u2019agent. Je vais approfondir chacun de ces piliers plus en d\u00e9tails dans les mois \u00e0 venir, mais pour l\u2019instant, en voici une pr\u00e9sentation.<\/p>\n<h2>Omnicanal<\/h2>\n<p>L\u2019omnicanal implique la num\u00e9risation des interactions sur l\u2019ensemble des canaux, y compris l\u2019application mobile, le portail du consommateur, le centres d\u2019appels et les m\u00e9dias sociaux. Voici quelques domaines cl\u00e9s auxquels r\u00e9fl\u00e9chir lors du d\u00e9veloppement d\u2019une strat\u00e9gie omnicanal.<\/p>\n<p>Les consommateurs sont habitu\u00e9s \u00e0 passer des canaux aux appareils pour se connecter avec leurs amis et coll\u00e8gues peu importe o\u00f9 ils se trouvent et ils attendent la m\u00eame chose de leur compagnie d\u2019assurance. Pour attirer et impliquer ces consommateurs, les assureurs doivent permettre une interaction transparente sur l\u2019ensemble des canaux qu\u2019ils utilisent afin de pouvoir avoir une conversation sur le canal qu\u2019ils choisissent. Dans le cadre de cette interaction, il est important de d\u00e9livrer une exp\u00e9rience commune sur l\u2019ensemble de ces canaux et de s\u2019assurer que vous avez le bon client dans le bon canal au bon moment pour optimiser leur exp\u00e9rience.<\/p>\n<h2>Informations d\u00e9taill\u00e9es sur les clients<\/h2>\n<p>Les assureurs doivent pouvoir transformer les donn\u00e9es des clients en informations d\u00e9taill\u00e9es, et ces informations en facilitation. L\u2019interaction num\u00e9rique g\u00e9n\u00e8re des volumes d\u2019informations sans pr\u00e9c\u00e9dent sur vos clients. En appliquant les concepts de gestion de relations clients au monde num\u00e9rique, vous pouvez transformer ces donn\u00e9es en informations d\u00e9taill\u00e9es et permettre \u00e0 votre agent d\u2019agir.<\/p>\n<p>La facilitation d\u2019un producteur est essentielle pour cela, garantissant que vos agents peuvent acc\u00e9der \u00e0 toutes les donn\u00e9es et informations d\u00e9taill\u00e9es sur les clients n\u00e9cessaires partout o\u00f9 ils sont, afin de mieux travailler. Les syst\u00e8mes h\u00e9rit\u00e9s et les structures organisationnelles ont laiss\u00e9 de nombreux assureurs avec des silos d\u2019informations qui emp\u00eachaient les agents d\u2019avoir une vision compl\u00e8te. Ces barri\u00e8res doivent \u00eatre \u00e9limin\u00e9es pour permettre une vue totale des relations, des produits et des interactions du client et d\u00e9finir le client comme le point d\u2019axe des efforts de vente et de marketing.<\/p>\n<p>Une vue \u00e0 360\u00a0degr\u00e9s du client est essentielle pour permettre aux agents de faire ce qui suit\u00a0:<\/p>\n<ul>\n<li>tarifer leur offre correctement. Par exemple, offrir des prix sp\u00e9ciaux \u00e0 un client qui appara\u00eet comme un client de valeur pour la soci\u00e9t\u00e9 sur de nombreux produits diff\u00e9rents\u00a0;<\/li>\n<li>\u00e9valuer les risques d\u2019un client en regardant ses autres contrats et activit\u00e9s avec l\u2019organisation\u00a0;<\/li>\n<li>utiliser les donn\u00e9es du client pour g\u00e9n\u00e9rer des informations d\u00e9taill\u00e9es et pr\u00e9voir le prochain meilleur produit ou la prochaine meilleure offre pour ce client.<\/li>\n<\/ul>\n<h2>Exp\u00e9rience de l\u2019agent<\/h2>\n<p>Faire progresser l\u2019exp\u00e9rience de travail num\u00e9rique de l\u2019agent est le troisi\u00e8me pilier du concept de l\u2019assureur num\u00e9rique. Des nombreuses compagnies d\u2019assurance ont des milliers d\u2019agents, certains employ\u00e9s par la soci\u00e9t\u00e9 tandis que d\u2019autres sont des ind\u00e9pendants, et tous ont besoin d\u2019acc\u00e9der aux informations cl\u00e9 et aux outils de productivit\u00e9, peu importe o\u00f9 ils se trouvent et l\u2019appareil qu\u2019ils utilisent.<\/p>\n<p>Il existe trois \u00e9l\u00e9ments cl\u00e9s pour atteindre cela.<\/p>\n<p>Le premier porte sur le fait de lib\u00e9rer l\u2019agent sur un appareil mobile et l\u2019habiliter \u00e0 l\u2019aide d\u2019applications mobiles qui r\u00e9pliquent ce qu\u2019il peut faire au bureau. En faisant cela, nous pouvons permettre aux agents captifs et non captifs d\u2019utiliser les outils de collaboration, de communication et de productivit\u00e9 dont ils ont besoin pour sortir et rencontrer les clients en dehors du bureau.<\/p>\n<p>Le deuxi\u00e8me \u00e9l\u00e9ment est le bureau de l\u2019agent. Il s\u2019agit de fournir \u00e0 l\u2019agent tous les \u00e9l\u00e9ments d\u2019Office\u00a0365, afin qu\u2019il puisse mieux prendre en charge ses clients et pr\u00e9senter et vendre ses produits d\u2019assurance plus efficacement.<\/p>\n<p>Le troisi\u00e8me est un portail bas\u00e9 sur le Web utilis\u00e9 sp\u00e9cifiquement par un agent ind\u00e9pendant, qui offre \u00e0 l\u2019agent les outils et les informations n\u00e9cessaires pour mieux vendre.<\/p>\n<p>L\u2019utilisation du concept d\u2019assureur num\u00e9rique pour rassembler ces trois piliers permet aux assureurs de visualiser comment ils peuvent travailler avec Microsoft pour d\u00e9livrer une exp\u00e9rience num\u00e9ris\u00e9e et leur permettre d\u2019am\u00e9liorer l\u2019interaction client, de transformer les donn\u00e9es des clients en informations d\u00e9taill\u00e9es et de donner la possibilit\u00e9 aux agents de mieux vendre.<\/p>\n<p>Je vous invite \u00e0 regarder cette diffusion Web pour d\u00e9couvrir comment des compagnies d\u2019assurance sont devenues des <i>assureurs num\u00e9riques<\/i>.<\/p>\n<p>Les technologies num\u00e9riques connectent les clients et les organisations comme jamais auparavant et elles offrent de grandes opportunit\u00e9s aux assureurs pour enrichir leurs relations clients et optimiser la productivit\u00e9 des agents.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Les technologies num\u00e9riques connectent les clients et les organisations comme jamais auparavant et elles offrent de grandes opportunit\u00e9s aux assureurs pour enrichir leurs relations clients et optimiser la productivit\u00e9 des agents.<\/p>\n","protected":false},"author":223,"featured_media":179,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ep_exclude_from_search":false,"_classifai_error":"","_classifai_text_to_speech_error":"","footnotes":""},"categories":[67],"post_tag":[],"content-type":[],"coauthors":[16],"class_list":["post-70","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-financial-services"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>L&#039;assureur num\u00e9rique\u00a0: Num\u00e9risation des interactions entre agent et client sur tous les canaux. - Blogues de l&#039;industrie Microsoft<\/title>\n<meta name=\"description\" content=\"Digital technologies are connecting customers and organizations like never before, and they\u2019re opening some great opportunities for insurers to enrich customer 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