mckinsey -Enhancing customer experience in an evolving mobility ecosystem-此为英文文档

June2024

Mcsey

&company

FinancialServicesPractice

Enhancingcustomer

experienceinanevolvingmobilityecosystem

ToyotaInsurancePresidentandCOORobertSpencershareshisviewson

howOEMsandinsurerscanpartnertoenhancecustomerexperienceasthemobilityecosystemevolves.

Newtechnologiesandthedatathatcomeswiththemaresettoreshapethemobilityecosystem.

InthisepisodeoftheMcKinseyonInsurance

podcast,DougMcElhaney,apartnerinMcKinsey’sWashington,DC,office,satdownatInsureTech

ConnectinLasVegaswithRobertSpencer,

presidentandCOOofToyotaInsurance.Thetwo

discusstheimpendingevolutionofthemobility

ecosystemandtheopportunitiesitbringsforOEMsandinsurerstocollaboratetoprovidethebest

possibleexperiencetocustomers.

DougMcElhaney:Howdoyouseethebroadermobilityecosystemevolvinginthenexttwotothreeyears?

RobertSpencer:Thefirstshiftthatweallprobablyknowtobetrueisthattherewillbemoreelectric

vehicles,andwithmoreelectricvehicleswillcome

moretechnologyinthosevehicles.Thesecondis

relatedtotheuseofdatathat’scomingfromthosevehicles—notjustforinsurancepurposesbutfor

everything.Andconsumers’willingnesstousetheirdataforinsurancehasgoneup.Ithinkpartofthatisbecausethere’sabettervaluepropositionforwhatthatdataisbeingusedfor.

DougMcElhaney:Inthisevolution,wheredoyouseenewopportunitiesforinsuranceandbeingapartnerofanOEM?

RobertSpencer:OneofthebiggestopportunitiesistheabilityforOEMstocollaboratewiththe

insuranceindustry.Wedon’twanttobean

insurancecompany,butwehavethesamecustomer.Andifwethinkabouttheevolutionwe’reseeing

intheindustry,whetherit’sautonomousvehicles

orelectricvehicles,intheend,it’sstillabouthow

toprovidethecustomerwithagoodexperience.

Andinsuranceisalwaysgoingtobeapartofthat,

whethersoftwareisdrivingaperson’svehicleor

whetherthey’redrivingitthemselves.IfOEMsandinsurerscometogetherandfindthebestwayto

interactwiththatcustomer—potentiallyharnessingthecustomer’sdatatodoso—wecangivethema

betterexperienceforboth.

OurroleatToyotaInsuranceistodojustthat:

toimprovetheToyotaownershipexperienceby

improvingtheinsuranceexperience.Attheend

oftheday,ifsomeone’scompletecarownership

experienceisbetterwhenthey’redrivingaToyota,they’remorelikelytoreturntothebrand.

DougMcElhaney:DoOEMsandinsurershavedifferentgoalsthattheyhavetobalancein

suchpartnerships?

RobertSpencer:Idon’tthinkthatthereareseparategoals.TheOEMperspectivetoward

keepingthedriversafeshouldbethesamefroman

OneofthebiggestopportunitiesistheabilityforOEMstocollaboratewiththeinsuranceindustry.

Enhancingcustomerexperienceinanevolvingmobilityecosystem2

insurancecompany’sperspective.Asaferdriverisveryhighlycorrelatedwithfewerclaims,whichisultimatelywhattheinsurancecompanywould

alsowant.

Whenwethinkaboutthetechnologythat’sincarsalready,insurancecompaniesareabletousesomeofthedatathat’sbeengenerated.Andthatwill

onlygetbettergoingforwardbecausetherewillbemoretechnologiesthathelpkeeppassengerssafe.

Andifthecustomerissafer,insurancecompaniescanprovideaproductthatiseitherrated

differentlyorbetterforthecustomer’sspecific

need.Thebenefitispassedalongtotheconsumerfromtheinsurancecompany.Ithinkitprobably

takestimeforsomeofthesafetyfeaturestobe

provedtothepointthattheycanbeusedforratinginsurance,butthat’swherewe’reheaded.

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RobertSpenceristhepresidentandCOOofToyotaInsur