Capgemini Partners with CX Orchestration Vendor inQuba on Insurance Customer Experience

inQuba can be seamlessly integrated into Capgemini’s Insurance Connect ecosystem or purchased independently to provide insurers with end to end enterprise customer experience orchestration.

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Capgemini (Paris), a global provider of consulting, technology and outsourcing services, and inQuba (Santa Monica-Calif; Sandton, South Africa), a provider of customer experience (CX) orchestration software, have signed a strategic partnership agreement with Capgemini’s Global Financial Services Strategic Business Unit to jointly market, sell and deliver digital customer experience (DCX) solutions for the insurance industry. inQuba can be seamlessly integrated into Capgemini’s Insurance Connect ecosystem or purchased independently, thereby providing insurers with end to end enterprise customer experience orchestration, including voice-of-the-customer analytics and customer engagement functionality, according to a joint announcement.

 John Mullen, Head of Global Insurance, Capgemini.

John Mullen, Head of Global Insurance, Capgemini.

Capgemini characterizes the inclusion of inQuba as reinforcing its focus on assisting carriers in delivering an “all channel experience” for their increasingly demanding policyholders. “Insurers see opportunity for competitive advantage by providing a richer and more personalized self-service experience for agents and policyholders,” comments John Mullen, Global Head of Insurance, Capgemini. “The inclusion of the inQuba platform in Insurance Connect will provide an added ability for our clients to understand and act upon customer perceptions across all channels.”

Paul Cole, President, inQuba Americas, relates the partnership to insurers’ opportunity to move beyond the traditional indemnity proposition to rich, value-added services. “As the insurance industry becomes more and more susceptible to digital disruption, opportunities will emerge for progressive carriers to move their focus from ‘insurance protection to risk prevention,’ paving the way for a more interactive and value added relationship with policyholders,” Cole comments. “inQuba and Capgemini are organized to provide services within the Insurance Connect framework. inQuba provides the detailed mapping and management of the policyholder, and broker journey enabled by advanced analytics. The inclusion of inQuba’s CX capability in Insurance Connect represents a first for the insurance industry.”

Paul Cole, President, inQuba Americas.

Paul Cole, President, inQuba Americas.

Capgemini describes Insurance Connect as a comprehensive managed business service hosted by Capgemini on any cloud platform and is pre-configured for specific market segments. The vendor says the solution offers a frictionless clearing house of leading insurance platforms to deliver end-to-end business capabilities combining the power of tailored

and optimized packages such Guidewire InsuranceSuite with other commercial solutions and end-to-end services from Capgemini, including solution validation, implementation, deployment, maintenance, hosting and business process outsourcing.

Focused on Policy Holder and Broker Management Layer

The joint announcement characterizes the inQuba solution as focused on the policyholder and broker management layer of the architecture with its Software as a Service (SaaS) platform enabling carriers to run a more customer centric operation based on their ability to: LISTEN to policyholders (via event based surveys) across key moments of truth such as sales and claims administration,  LEARN what drives customer perceived performance (via embedded analytics), SHARE that knowledge across the organization with world class data visualization/dashboards and case management and finally ENGAGE policyholders and close the loop with customizable communications, retention, up-sell and cross-sell templates.

The Extended Policyholder Experience: Reinventing the Insurer/Customer Relationship

Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at or (503) 936-2803.

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