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Mobile 1.0 :: Getting in front of your customer

Mobile within Insurance Jeff Calusinski Distinguished Engineer :: Social Media & Client Technologies. Mobile 1.0 :: Getting in front of your customer. Photo from Flickr User: Jimmy Teo 2009 Creative Commons, Attribution 2.0 Generic. Many started here. First Notice of Loss Get a Quote

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Mobile 1.0 :: Getting in front of your customer

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  1. Mobile within InsuranceJeff Calusinski Distinguished Engineer :: Social Media & Client Technologies

  2. Mobile 1.0 :: Getting in front of your customer Photo from Flickr User: Jimmy Teo 2009 Creative Commons, Attribution 2.0 Generic

  3. Many started here First Notice of Loss Get a Quote Website within a mobile application What need does this satisfy?How well do you know your clients?

  4. Mobile 2.0 :: Build a Following Photo from Flickr User: Ben Heine 2009 Creative Commons, Attribution 2.0 Generic

  5. Mobile Application Choice • Carriers should be thinking about • Who is the End User • User Context • Business alignment • Pushing the envelope • Target Marketing / Campaign Management / Analytics • Technology should complement approach • HTML5 • Hybrid • Native • Decisions have Consequences • Client/Server days are back • Skill gaps • Dynamic nature • More mobile types creates more complexity

  6. Mobile 2.0 :: Multi-Channel Strategy Photo from Flickr User: David Wilbanks 2008 Creative Commons, Attribution 2.0 Generic

  7. Where should my application run? • IT Provides me choices • Web • Contact Center • Mobile • IVR • Cloud • Decisions need to be made • UX/UI design & usability • Brand awareness • Marketing approach • Which channel is first

  8. Mobile 2.0 :: Application Reflection Photo from Flickr User: Mike Baird 2009 Creative Commons, Attribution 2.0 Generic

  9. Applications • Focus on • Agent Enablement • Full Financial services • Target Marketing / Campaign Management • Client Education • Tools • Games • Have fun with • Kids driving game • License plate game • Slug bug game • Integration with Apple Credits for Saving • Teach users how financial planning works by using apple points • Game Partnerships • Mobile Sims

  10. Mobile 2.0 :: Looking Forward Photo from Flickr User: Kevin Law 2008 Creative Commons, Attribution 2.0 Generic

  11. Things to consider Unified Mobile Framework Mobile Analytics Enterprise Notification Services Social Integration

  12. Mobile 2.0 :: Examples

  13. USAA's iPad Application Fully Integrated Line of business services Blend of education and services Consistent UX with client expectations Online and offline capabilities

  14. StateFarm's “MoveTool” iPad Application High fidelity native application Nice blend of brand awareness and product integration Practical for all users Leveraging multiple devices services

  15. Geico's “GloveBox” iPad Application Hybrid application Leverages social media and value added services Very good usability Integrated partner services

  16. Prudential's “Retirement Calculator” Educational tool Strong brand alignment Very good usability

  17. MetLife's “Variable Annuities” Video Based Strong brand alignment Educational

  18. Axa Equitable's “Athena” iPad Application Highly Interactive User Based messages Educational tool based

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