1. Create Once, Distribute Everywhere
Digital 2.0
Create Once, Distribute Everywhere

2. A Digital Dilemma Your customers are already digital.
(But they may not be digital with you.)
#IRIOpsTech

3. #IRIOpsTech

4. #IRIOpsTech

5. WHAT IF YOU COULD CHANGE ALL THAT?
#IRIOpsTech

6. Our esteemed panel… #IRIOpsTech Eric Michaud Michelle L. Jackson
Corporate Vice President Annuity New Business and Firm Operations
New York Life
Michelle L. Jackson
Vice President
Business Development and Strategy Broadridge Financial Solutions
Jim Young
Vice President of Product
MARCOM Broadridge Financial Solutions
Tammy Andrews
AVP, Business Development Individual Annuity Operations Lincoln Financial Group
#IRIOpsTech

7. trends, in-market solutions & Future state
Michelle Jackson, VP Business Development & Strategy at Broadridge
trends, in-market solutions & Future state
#IRIOpsTech

8. 95% 3B+ 2.6B+ 150M+ 6.4B+ #IRIOpsTech U.S. Adults Online Global Users
Global Users of
Smartphones
2.6B+
U.S. Users of
Personal Clouds
150M+
Connected
Devices
6.4B+
#IRIOpsTech

9. Cloud changes what’s possible
#IRIOpsTech

10. Email, Apps, Websites #IRIOpsTech
Shifting from the roughly 3 million apps on Apple iTunes and Google Play to bots and messenger…
#IRIOpsTech

11. Personalization is expected.
You may also be interested in …
#IRIOpsTech

12. Rise of the machines (virtual assistants)
#IRIOpsTech

13. Demographics are rapidly shifting@
work
In 2016, Gen Z was already larger than Gen X – and is the same size as Millennials and Boomers. @
Digital behavior constantly reinforced by following generation
home
Breadth and depth of digital natives’ influence across demographics
#IRIOpsTech

14. So why the digital disconnect?
High effort for the consumer to move to digital
High effort for the brand to get consumer attention and engagement with content
#IRIOpsTech

15. Consumers driving change
#IRIOpsTech

16. WHAT CUSTOMERS WANT, AND A CASE STUDY
Jim Young, VP of Product (MARCOM) at Broadridge
WHAT CUSTOMERS WANT, AND A CASE STUDY
#IRIOpsTech

17. Who are your customers, specifically?
Does your content speak to your client personas?
Are the distribution channels you use the right ones for your clients?
How are you manage client profile data?
#IRIOpsTech

18. Cracking the C.O.D.E. Normalized Data Services Complex Composition
Multi-Channel Distribution
Communication Campaign Management
Analytics & Iterative Improvement
Create Once, Distribute Everywhere
#IRIOpsTech

19. Case Study: First to Digital
SITUATION
Leading Retirement Industry Provider
Millions of new customers annually
Onerous regulatory requirements for e-consent, e-delivery, etc.
Paper documents not resulting in action
Costs are high due to paper, printing & postage
#IRIOpsTech

20. Case Study: First to Digital
STEP 1: DATA AGGREGATION & MANAGEMENT
Warehouse & Normalize Data
Outbound communications
Inbound communications
Transactions
Application Data
Agent / Advisor Data Integrations & Data
Build personas
#IRIOpsTech

21. Case Study: First to Digital
STEP 2: ARE ALL OF YOUR COMMUNCIATIONS REGULATED?
Separate the requirements across communication types
Welcome user experience
Driving in-force activities
Required disclosures
#IRIOpsTech

22. Case Study: First to Digital
STEP 3: MESSAGING AND DISTRIBUTION TYPES
Communication Type: Regulatory or Value Add
Messaging: Start with Small
Build the experience from the smallest device to the biggest
Concentrate on what’s important
Build personas
Let Personas guide the communication life-cycle
#IRIOpsTech

23. The Customer Journey #IRIOpsTech
Enrollment – linking participants to digital microsite or directly to your online enrollment site
Enrollment Microsite – Plan level, Personalized, Notices, Forms, links to your other website content and online enrollment site.
Enrollment Slim Guide
Jim
Start something new.
Enrollment Postcard – direct participants to the digital microsite or your online enrollment site
Mobile responsive design – direct participants to the digital microsite or your website
#IRIOpsTech

24. ONE FIRM’S CHALLENGES AND SUCCESSES
Tammy Andrews, AVP Business Development, Lincoln Financial Group
ONE FIRM’S CHALLENGES AND SUCCESSES
#IRIOpsTech

25. Accelerate to Digital #IRIOpsTech Understand Current Landscape
Same challenges
Capitalize on Existing Opportunities
Incremental steps
Know your regulation limitations
Engage Industry Thought Leaders
Distribution Partners
Broadridge
DTCC
IRI
Engage & Influence Enterprise
Look across entire customer experience
New business
Submission
Contract Print
In force
Current initiatives
Alerts
Claims
Top-down support
#IRIOpsTech

26. Consent Rates Delivery #IRIOpsTech Consumers~ 1 million*
Communication Type
Volume (M)
% Auto Generated
Delivery
% Paper
% Digital
Regulatory Mailings (Prospectus, Annual Reports, etc.)
6,400
100%
90%
10%
Quarterly Statements
3,200
91% 7%
Contract Packet – to client 38
98% 0%
Confirmations, auto letters, Annual Statements
2,800
Ad hoc payments
165
39%
61%
Recurring payments
2,535
18%
82%
Other - Manual Letters (New Business, Contact Center) 80
Total
15,223
78%
22%
Agents and clients have access online to all automated correspondence
Ad hoc mailings are not available online
Agents do not receive copies of all printed documents (i.e. prospectus, regulatory docs, recurring payments, etc.)
Producers ~ 115,000
Communication Type
Volume (K)
% Auto Generated
Delivery
% Paper
% Digital
Regulatory Mailings (Prospectus, Annual Reports, etc.)
Statement Packets
330
100%
90%
10%
Contract Packet – to agent 38
98% 0%
Confirmations, auto letters, Annual Statements
300
Other - Manual Letters (New Business, Contact Center) 60
Total
690
91% 9%
Delivery
*All numbers are for IAO only-not LFG
#IRIOpsTech

27. What’s Working and What’s Not?
What Worked So Far
Advisors first
Easy Credentialing
Paperless – Ed Jones/LFN (+6)
Incremental steps
AMP
EFT
Messaging-adding to forms
Defaults on web
Shared consent
Biggest Obstacles
Regulatory
Customer base
Funding or priority
Holistic solution to digital opportunities
#IRIOpsTech

28. Strategize #IRIOpsTech Strategy Enhance digital customer experience
eDelivery of contracts
Pony express
Alerts
Expand self service
Incremental campaigns
Lessons Learned
Don’t give up
Attack from several angles
Lean on industry know how and partners
First Steps to Migrate to Digital from Paper
Look at forms/paper experience
Look at every touch point
Campaign for commitment from top-down
#IRIOpsTech

29. Conclusion…
#IRIOpsTech

30. Questions? @
#IRIOpsTech