idc aic future proofing your business final

CSC Proprietary and Confidential

The 3 Secrets to Future-proofing your business

Andrew Dart – Industry Strategist CSC AMEA

18 Sep 2014

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Today’s Discussion

1. Why Future-proof your business

2. Customer Focus

3. Innovation

4. Corporate Culture

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The Majority of Business are NOT Future-proofed

40% of companies in the Fortune 500 in 2000,

weren’t there in 2010!

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S&P 500 Churn since 2002

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Secret #1: Customer Focus

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Emerging Industry Challenges

The rise of the customer-centric insurer will characterize the market

Insurance Industry Challenges for 2014 and Beyond

Source: Ovum

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Digital Customer Satisfaction 2013

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Relative Customer Satisfaction 2014

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Silicon Valley Study: “Customer First without compromise”

What they discovered:

• Inspire & delight

• Short feed-back loops and real-time improvements

• Real-time insights and personalization through Big Data

• Fast, easy and fun (just like Angry Birds)

The method of working and entrepreneurship in

Silicon Valley

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Secret #2: Create the Future - Innovate

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R&D is not Innovation

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IT’s Role in Innovation

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Digital is not Social

Digital

• Cloud

• Software as a Service (SaaS)

• User Interfaces / Experience

• Mobile Devices and Apps

• Big Data

• Analytics

• Wearables

• Sensors / Internet of Things

Social

• Culture

• Collaborations

• Co-Creation

• Sharing Economy

• Customer Centric

• Engagement

• Communication

• Conversation

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New Channels need to be at the heart of your business

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Telematics

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Secret #3: Make secrets 1 & 2 part of your Corporate DNA

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Innovation?

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Conway’s Law

Any Organization that designs a system

(defined broadly) will produce a design

whose structure is a copy of the

organization’s Communication structure.

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In summary….

1. It’s important to Future-proof your

business. Disruption is waiting for you.

2. Focus on Customers, not just today’s

but also tomorrows’.

3. Be part of the change – INNOVATE!

4. Make Customers and Innovation the

foundation of your business

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Thank You Andrew Dart

@ITInsuranceGuy

adart@CSC.com