Georgette Piligian, SVP, Americas Operations, MetLife
April 24, 2015
Digital Back Office: Value creation and
business impa...
2
The internet, mobile, technology & social networks
are changing the world
3
Our future customers and workforce are
technologically capable
4
5
These changes impact customer expectations and
how we do business
6
Companies are embracing technology and looking
at other ways to reduce costs and deliver value
• Social Media
• Online
•...
7
These solutions can reduce processing time and
costs.. Some real examples…
Data entry
Marketing material
Underwriting
Se...
8
Claims Submission & Mobile.. Example
9
GICs have matured and offer a wide range of
services and are highly valued partners…
Coordinated
In-House
Practices
Shar...
10
To secure our future, businesses need to innovate
and enhance their digital capability…
…and GICs need to be a part of ...
11
The risk of not responding to the digital changes…
 Companies lose their market position and many disappear
12
The World in 2020 will look very different
 We need to change our workforce
 We need to be comfortable disrupting our...
of 12

NASSCOM GIC Conclave 2015: Value Creation and Business impact in the Digital Era by Georgette Piligian

Presentation by Georgette Piligian, Sr. VP & Head of Americas Operations, Metlife @ NASSCOM GIC Conclave 2015
Published on: Mar 3, 2016
Published in: Business      
Source: www.slideshare.net


Transcripts - NASSCOM GIC Conclave 2015: Value Creation and Business impact in the Digital Era by Georgette Piligian

  • 1. Georgette Piligian, SVP, Americas Operations, MetLife April 24, 2015 Digital Back Office: Value creation and business impact in the digital era
  • 2. 2 The internet, mobile, technology & social networks are changing the world
  • 3. 3 Our future customers and workforce are technologically capable
  • 4. 4
  • 5. 5 These changes impact customer expectations and how we do business
  • 6. 6 Companies are embracing technology and looking at other ways to reduce costs and deliver value • Social Media • Online • Mobile • Paperless • Sensors • Wearables • Digitized • Telematics • Augmented Reality • Mobile • Web • Predictive Analytics • Crowd Sourced Designs Marketing ServicingPurchasing
  • 7. 7 These solutions can reduce processing time and costs.. Some real examples… Data entry Marketing material Underwriting Servicing Claims Management Crowd sourcing, OCR Augmented reality Automated engines Wechat, Metlife.com, The Wall, GSVP Proactive statusing, data analytics, online submissions ++
  • 8. 8 Claims Submission & Mobile.. Example
  • 9. 9 GICs have matured and offer a wide range of services and are highly valued partners… Coordinated In-House Practices Shared Services/ Outsourcing Offshoring/ Labor Arbitrage Global Business Services Degree of accountability, management consolidation and organizational change Cumulativeoperationalbenefits 5-10% 10-20% 20-40% 40+% Finance, HR, IT, Contact Centers, Procurement, KPO Sales/Marketing, Supply Chain, R&D, core processes, Traditionally Finance, HR, IT, Contact Centers Finance , HR IT, Contact Centers, Procurement, KPO Source: PWC
  • 10. 10 To secure our future, businesses need to innovate and enhance their digital capability… …and GICs need to be a part of the solution
  • 11. 11 The risk of not responding to the digital changes…  Companies lose their market position and many disappear
  • 12. 12 The World in 2020 will look very different  We need to change our workforce  We need to be comfortable disrupting our business model  We might need to cannibalize ourselves  We need to create new models and reinvent the digital future What position will GICs take in driving the future?

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