Insurance Australia Group Ltd · ASX:IAG
Insurance Australia — Investor Day (April 2018)
10 slides from Insurance Australia's investor day presentation, Apr 11, 2018
Slide 1: Customer
CUSTOMER Julie Batch Chief Customer Officer
Slide 2: Organisational capabilities
CUSTOMER Organisational capabilities Customer Data Analytics & AI Digital Innovation Experience Use data to power Embed cognitive Connect our customers Develop an innovation A delivery platform that decision making by capabilities that anticipate to real time experiences approach which transforms cu
Slide 3: Segmenting our customers
CUSTOMER Segmenting our customers Customer Experience Customer Data A delivery Analytics & AI platform Digital that Innovation Experience Use data to power decision making by transforms customer Embed cognitive capabilities that anticipate experiences Connect our customers to real time experiences D
Slide 4: Defining elements of value
HIERARCHY OF NEEDS Defining elements of value Social • Self impact transcendence Life • Provides hope • Heirloom changing • Self-actualisation • Affiliation/belonging • Motivation Emotional • Reduces anxiety • Design/aesthetics • Therapeutic • Provides access • Rewards me • Badge value • Fun/enterta
Slide 5: Connecting to the hearts and minds of our customers
DISRUPTIVE LIFE NEEDS MODEL Connecting to the hearts and minds of our customers Consumer How consumers How consumers Category life needs satisfy those needs aspire to satisfy behaviour their needs 5 IAG Investor Day | 11 April 2018
Slide 6: Distinct customer segments across four quadrants
CONTENTED Independence & Affiliation & 14 Freedom Reassurance Distinct customer BELONGING SELF segments across four quadrants Achievement & Go Getters Control & Recognition Certainty RESTLESS 6 IAG Investor Day | 11 April 2018
Slide 7: Go Getters
GO GETTERS Help me focus on achieving my goals and gaining the recognition I seek 7 IAG Investor Day | 11 April 2018
Slide 8: Bringing segmentation to life
BRINGING segmentation to life Informs • Product Segment development Design performance • Partnerships experiences & profitability • Marketing Brand proposition Brand architecture Customer value proposition Segments 8 IAG Investor Day | 11 April 2018
Slide 9: Organisational capabilities
CUSTOMER Organisational capabilities Customer Data Analytics & AI Digital Innovation Experience Use data to power Embed cognitive Connect our customers to Develop an innovation A delivery platform that decision making by capabilities that anticipate real time experiences approach which transforms cu
Slide 10: Forming an enabling innovation ecosystem
DELIVERING NEW VALUE Forming an enabling innovation ecosystem BUILD Firemark Labs IAG Labs created AskMarss HCD introduced GIVIT Food agility CRC CAPABILITY UBI Pilot Venturing New Product Expense Check PARTNER Partnerships & Sponsorships Enabling Capabilities & Infrastructure INVEST 10 IAG Investor
Insurance Australia Group — Investor Day (April 2018) on 6ix