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With the theme of ‘Predicting Customer Behaviour Through Analytics’, over 140 delegates across multiple industries from around Asia gathered in Bangkok for the Analytics Leaders’ Summit held on the 26th and 27th July.
Ms. Kelly Yong, CEO of Aegon Insights (Thailand) and Dr. Onn Keet Peng (KP), President Director of PT. Aegon Insights Indonesia co-presented on Day 1 on the topic of 'Predicting Insurance Customer Behaviour'.
Ms. Yong shared the Aegon Insights customer journey and emphasized that if done the right way, the stages of Awareness, Education, Consideration and Enrollment will eventually lead to Loyalty.
Dr. Onn remarked: "The key to good customer experience is customer centricity. So how does analytics come into play in driving customer centricity? For us, given that we have permission to analyze business partner's customer data, ideally you want to bring in external data such as Alibaba's, where you can learn their web behaviour, from there you know the persona and start to put yourself in their shoes to imagine what they are thinking. We then try to help them become aware of protection needs and gradually attract them to buy insurance. Last but not least, it's the omni-channel experience because with access to many, many devices, there are expectations from customer to serve them online and offline."
Other leading data gurus from across Asia presenting at the event, included:
On Day 2, Dr. Onn participated in a lively panel discussion with Asia's data scientist heavyweights.
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