Enrico Tardocchi is the Head of Business Excellence and Customer Centricity at Europ Assistance in Italy. This year again, he is joining the Qorus Innovation in Insurance Awards jury. He will be paying particular attention to projects that bring real value to the end customer in the short term, and gives his tips for a winning submission.
Tell us more about yourself and your role at Europ Assistance.
I have been working at Europ Assistance Italy for 20 years, with an expertise track record in product marketing innovation, customer experience and project management. As Head of Business Excellence and Customer Centricity, I am concentrating now on the digital transformation program, supporting the convergence of technology and business in a customer-centric approach.
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What do you see as the key trends in insurance this year?
Looking at operating models, I expect the consolidation of process automation leveraging advanced data and analytics – including the monetization of AI/Gen AI solutions. The inflationary and cost pressures require insurers to strengthen their operational efficiency and business outcomes.
In terms of offerings, I expect an increase in the services offered (e.g. in preventative healthcare) and the demand for parametric solutions to cover non-traditional risks beyond traditional products.
To unlock long-term success, the insurance transformation needs to be supported by a change management program focused on company culture and employee skills, minimizing siloed interactions, enhancing collaboration and increasing accessibility of customer data.
What kind of innovative projects would you like to see submitted this year?
I am glad to be a jury member this year again. I do not have a particular preference concerning the proposals, but I would like to discover new innovative ideas in any phase of the insurance value chain generating (directly or indirectly) concrete value for the end customers in the short term.
In your capacity as a judge, you have read many innovation submissions. What do you look for in a winning entry? And what qualities have stood out for you in previous innovation entries?
On one side I look at the originality and uniqueness of the idea, on the other side I expect a solid analysis of the impact in terms of economic return on investment and customer satisfaction.
What is the one tip you have for those preparing innovation entries this year?
Making an elevator pitch introductory video will help in introducing the idea in a quick and effective way. In addition, make sure that the submission tells a full story that is connected throughout (including the customer point of view) and prove the idea with measurable data.
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