Digital Hub Qorus Innovation in Insurance Awards 2020 - Winner

Nowadays, user expectations on digital channels are changing. Users expect from Companies the same digital experience as they receive from the digital platforms as GAFA and do not accept digital channels that work in silos. With Digital Hub, Generali aims to address the users’ expectations, implementing at scale an omnichannel seamless experience for customers, agents and prospects across all digital touchpoints for all the Group markets. To achieve that, Generali has developed: - A common user experience for all the users, developing a unique visual identity across the countries - A cross-channel design approach, allowing users to live a seamless, consistent and continuous experience on all channels - Common and flexible IT accelerators, reducing time-to-market and local investments, but, on the other hand, giving the possibility to the countries to customize them, maximizing the effectiveness in the local markets. The Group started gradually, redesigning in 2016 a distinctive Customer Experience and extending it to all the markets. As following step, Generali extended this approach to agent experience in early 2019, defining the new target agent journey (MVP Go-Live planned for Q2 – focus on mobile applications). As final step, Generali activated the re-design of the prospect experience. The design and implementation of Group Digital Hub involved different Group and local functional areas, in particular Distribution, Marketing and Digital. Overall the program has onboarded 14 countries, implemented more than 30 features and 300+ UI components, reduced onboarding Design&IT cost (-30%), cut MVP time-to-market (-40%) and foster reusability at scale within the Group.