AXA Hong Kong Achieves Customer Centricity through Big Data Analytics and Artificial Intelligence (A.I.) / Machine Learning Qorus Innovation in Insurance Awards 2019

Like all other industries and services, one-size-fit-all approach can no longer deliver good customer experience and warrant sustainable business growth. Customers of the insurance business nowadays expect to be treated as a real individual – who has his or her unique needs and appetites. Starting in 2017, we (AXA Hong Kong) engaged in some revolutionary initiatives employing Big Data and Machine Learning Algorithm to focus on meeting the unique needs of each customer and unleash the customer’s full lifetime value. Right from the beginning we had a big vision in mind - By looking into every available information of the customers, we would establish a comprehensive profile for each customer; and with such customer-level holistic view we could learn to tailor make our services to bring about that optimal customer experience, which we believe would bring us tremendous business value. We rolled out 3 distinctive data science initiatives accustomed to each customer experience expectation at different stage during their customer journey : - I) Serviced by the right agent – Customer-Agent Pairing Optimization II) Promoted with the right product – Next Best Offer Prediction III) Retained by the right value – Customer Retention Model We are pioneer in the market to employ data science to such extent to bring about extra-ordinary CX and concrete business results. With the positive and encouraging results, we have strong confidence to lead the market and raise the bar for CX with top-notch technology.