#Innovation@Vodafone OMG, South Africa - 03 September2018 Eugene Peters
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#Innovation@Vodafone
OMG, South Africa
03 September2018
Eugene Peters
C2 - Vodafone External
Executive Summary – OMG South Africa
• Background:
– Old Mutual Limited (OML) is a premium African financial services group that offers a broad spectrum of financial
solutions to retail and corporate customers across key markets in 17 countries. Our primary operations are in South
Africa and the rest of Africa, and we have niche businesses in Latin America and Asia
– OMG have a trusted and recognised leading long-term insurance brand, ranking first in the long-term insurance business-
to-consumer category in South Africa for 12 consecutive years according to the Sunday Times Top Brands Awards.
– Key areas to execute excellence are: Customer experience, innovative product offerings, big data sharing and
• Key Outcomes:
– Managed to change Anton’s perspective of Vodacom/Vodafone
– OMG is keen to partner with Vodacom and drive the initiatives resulting from the ideation session focusing on customer
experience
– Emphasis on big data and how organisations can share information which makes it simpler and faster during customer
interactions
C1 - Vodafone External 2
Location & Attendees
Location: Protea Fire & Ice, Melrose Arch, South Africa
Attendees: Vuyo Mpako vmpako@oldmutual.com
akleingeld@oldmutual.com
Anton Kleingeld
H Mkwebu Hmkwebu@oldmutual.com
T Mapukata tmapukata@oldmutual.com
M Molefe mmolefe2@oldmutual.com
Peter Eloff Peter.eloff@omwealth.co.za
kokumu@oldmutual.com
K Okumu
T Moodley tmoodley@oldmutual.com
Duran Chetty dchetty@oldmutual.com
Magan Naidoo mnaidoo@oldmutual.com
C2 - Vodafone External 3
Location & Attendees
Location: Protea Fire & Ice, Melrose Arch, South Africa
Attendees: Matt Twilley Principal Innovation Manager Matt.twilley@Vodafone.com
Dries Le Roux GAM Dries.Leroux@Vodacom.co.za
Adam Rabie ME WC Adam.Rabie@vodacom.co.za
David Kuguru ME VGE David.Kuguru@vodacom.co.za
Vodacom
Eugene Peters Solution Sales Eugene.Peters@vodacom.co.za
Malcolm Subramoney IOT Malcolm.Subramony@vodacom.co.za
Anton Van Den Berg Enterprise Mobility Anton.vandenBerg@vodacom.co.za
Thando Kani Senior Account Manager VGE Thando.Kani@vodacom.co.za
C2 - Vodafone External 4
Organisational information
• What is Vodafone’s relationship with the customer and what is the propensity to collaborate and
innovate?
– OMG is one of the largest and oldest financial services organisations in South Africa, and they have experienced a very
transactional relationship with Vodacom previously. Anton and team were very forthcoming with information during the
session and are keen to engage Vodacom on future projects as they now see a desire from Vodacom to partner with
OMG.
• What is the customers current organisation structure and if any, what is their internal
transformation?
–.Peter Moyo (CEO Old Mutual Emerging Markets) –Dave Macready (CEO Old Mutual Investmewnt Cluster)
–Clarence Nethengwe (MD Mass Foundation Cluster) –Anisha Archary (HR Director)
–Jonas Mushosho (Regional CEO SADC and East Africa) –Rose Keanly (OMEM COO)
–Zomunoda Chizura (Regional CEO West Africa)
• What is the customers Budget/Propensity to spend?
– OMG is fully committed to their digital transformation journey and embrace the opportunity to innovate in order to
achieve their objectives, but will be subject to commercial approval
C2 - Vodafone External 5
Innovation and Transformation
• What does the customer think of innovation in the present day (Individual attendees and as an
organization)?
– As mentioned previously OMG fully embrace innovation as a key lever to drive their digital transformation agenda and all
attendees from OMG shared this sentiment and are very keen to follow through on the identified opportunities.
• What is the customers idea of innovation in the future?
– Cryptocurrency
– Introducing technologies to support improved customer engagement and customer experience
– Customer also considers internal process optimisation as innovation in the future
– They would like to be at the leading edge of technology and development in this space to transform their products and
services to serve a completely new market
• What are the likely causes of ‘disruption’ to affect their business, how it works, or their
customers?
– New financial institutions with innovative product offerings and customer apps ie. Discovery
– Reduction in demand for short term insurance due to driverless cars and companies like Uber
C2 - Vodafone External 6
Identifying Challenges and Solutions
1: Customer 2: Profitability
Managing complexity and Affordable offerings for
changing needs of the customer consumers whilst protecting
& consumer, truly understanding profitability. Introducing
the consumer. New business technology can potentially
Models, AI, Big Data, Digital Age reduce overall costs.
4: Digital Customer
3: Security
Customers are moving towards
Ensuring that when delivering
quicker response and resolution
latest tech solutions that security
turnaround times. Use of
compliance is met as it is crucial
technology can assist the
in this industry
business
C1 - Vodafone External 7
Identifying Challenges and Solutions
• What are the top 3 challenges facing the customers’ business today?
– Customer – the rapid change to customer behaviors and demands
– Profitability – affordable offerings for consumers, whilst protecting profit. Introducing technology can reduce overall
costs to do business ie AI and Big Data
– Security – Ensuring that when delivering latest tech solutions that security compliance is met as it is crucial in this
industry
– Digital Cusrtomer – Customers are moving towards quicker response and resolution turnaround times. Use of
technology can assist the business
• Please detail the top ideas of innovation from the session (max 5)
– Mobile Money and E-Wallet
– Evergreen SME
– Data brokerage\Hyper Personalisation and Automation
– ID Vault/Digital ID
C1 - Vodafone External 8
Discussion: OMG in 2020 and Beyond
Point one: Real Time
Customer
Engagement
Point two: New
Point eight: ID Vault Business
Development
Point seven: Point three: Mobile
Evergreen SME Money
Point six: Hyper
Point four: Mobile
personalization and
Insurance
automation
Point five :Data
brokerage
C2 - Vodafone External 9
Business value
# Idea name: E-Wallet and Mobile money 1= Low value ↔ 5 =Significant value 5/5
Implementation complexity
LEADS ASSIGNED: Thembisa (OMG) and Eugene (Vodacom) 1= Technically simple, cost effective and 5/5
fast: ↔ 5 =Technically hard and risky
Key success factors How would the solution work, what are the
Describe the idea Key Stakeholders
How will this solution benefit the business? building blocks?
Use of digital currency, • New revenue/market • Credit vetting for BOP • Ops/Money MGT
automated credit profiling • Shorter turn around time = • E Wallet/Mobile money for OMG
good customer experience insurance – airtime for payment • Treasury OMG
• Customer retention • App development • Enterprise Mobility
• App/DB integration VC
• IT Security • Finance & Legal
(Compliance) VC &
OMG
• Digital Team OMG
• Finance • Account Management (Dries Le Roux)
Areas of business to engaged
(impacted or benefit)
• Money Mgt (Craig A) • Anton Kleingeld
• IT (Nathan E) • Product Specialist VC
• Legal & IT Security
Potential challenges or barriers? • Backend System integration
• Real-time recons
C1 - Vodafone External 10Business value
# Idea name: Part of a trusted data brokerage / 1= Low value ↔ 5 =Significant value 4/5
Hyper Personalisation and Automation Implementation complexity
1= Technically simple, cost effective and 4/5
LEADS ASSIGNED: Duran (OMG) and Malcolm (Vodacom) fast: ↔ 5 =Technically hard and risky
Key success factors How would the solution work,
Describe the idea How will this solution benefit the Key Stakeholders
business? what are the building blocks?
• Authorised single id/shared id • Improved customer • Trusted data sources OMG:
• Leveraging open data sources/api experience • API/shared/construct a • Vuyo
• Simplification of • Upsell and cross sell single view of the • Megan
onboarding/engagement • Reduce churn customer • Legal/Governance/Risk
• View of the customer • Reduce cost to engage • POPI/GDPR/Cyber • Tags
• Improve operations Security • CIO
• Automations/RPA Vodacom:
• Legal/Governance/Risk
• Dries Le Roux
Areas of business to engaged • Digital & Data • IT/Information Security
(impacted or benefit) • Risk/Legal/Governance
• POPI/GDPR
Potential challenges or barriers? • Customers
• Systems/Process/3rd Parties/SI’s/Brokers
C1 - Vodafone External • Kick off meeting internal (sponsor)
11
Next steps to progress (with dates) • Kick off meeting VodacomBusiness value
# Idea name: Evergreen SME 1= Low value ↔ 5 =Significant value
Implementation complexity
4/5
LEADS ASSIGNED: K Okumu (OMG), S Msiza (Vodacom)
1= Technically simple, cost effective and 4/5
fast: ↔ 5 =Technically hard and risky
Key success factors How would the solution work,
Describe the idea Key Stakeholders
How will this solution benefit the business? what are the building blocks?
• Online end to end market place • Increase in market • Data integration OMG
for SME’s penetration • Holistic advice & product • Vuyo Mpoko
• Help you setup your business • Transformation – solution • Nishan
• Apply for funding Procurement and SME • Market place (online) • Khanya Okumu
• Receive OMG Business support funding • Strategy Execs (PF,
or training Corporate, MSC)
• Market Access – CM
Procurement and P2P Trading
• Procurement
• Group Strategy
Areas of business to engaged
(impacted or benefit)
• Product/Customer solutions
• Digital
• Masizane Fund (Black distributors trust)
• Poor data integration
Potential challenges or barriers? • Products verse advice
C1 - Vodafone External • Perceived risk at SME’s 12Business value
# Idea name: ID Vault/Digital ID 1= Low value ↔ 5 =Significant value
Implementation complexity
4/5
LEADS ASSIGNED: Anton Kleingeld (OMG), Dries Le Roux, Anton VD Berg
1= Technically simple, cost effective and 5/5
fast: ↔ 5 =Technically hard and risky
(Vodacom)
Key success factors How would the solution work,
Describe the idea Key Stakeholders
How will this solution benefit the business? what are the building blocks?
• Digital ID • Rapid ID • Create workstream OMG
• Tokenisation of ID • Rapid customer • Showcase existing • Anton Kleingeld
• Workforce automation acquisition/onboarding Vodacom tools • Will/Rakesh
• Security (VSDM) • Transforming transactional • Further ideate and • IT & OPS
efficiency throughout develop • MFC
• POC Vodacom
• Dries Le Roux
• Anton VD Berg
Areas of business to engaged • Across business + channels
(impacted or benefit)
• Funding
Potential challenges or barriers?
Next steps to progress (with dates) • Tuesday 16 October 2018 (12-14)
C1 - Vodafone External 13Summary of all workshop opportunities
No. THEME TITLE DETAILS
Use of customer data to drive intelligent relationships within and side by side products
1 Big data
End to end customer profile for insurance services
Exact budget/spending info from sms
Data mining to solve business challenges
Proactive insurance – call client before they call you
Fully online transaction based on big data
2 Instant Insurance Prepaid insurance
Mobile based insurance
Pay as you go insurance
Access to more instant insurance services (car, home, moving)
Pay as you go insurance
Customer Experience
3 Forums Free mobile chats – online forum
Customer focused social media about positive experiences through OMG
Community hubs for youth and partnership
Social investing or trading (copy trading)
4 AI AI and smart contracts for managing portfolio
Enhanced customer experience through AZ
Machine learning
C2 - Vodafone External Simplification journey
14of all products and services from customer perspectiveSummary of all workshop opportunities
No. THEME TITLE DETAILS
5 Digital Currency Utilise MPESA credit vetting for BOP
Digital payments
E Wallet for insurance and transaction
Automated credit scoring services as well as KYC perhaps using Vodacom history
6 Gamification Push data/transformation to mobile devices
Gamify financial advice
Gamify financial training
Digital customer education
Digitalisation –
7 business and process All buildings digital
Digital forms for insurance policy
Remove paper from office – paperless
Click and go insurance based products through mobile devices/tablets
C2 - Vodafone External 15Summary of all workshop opportunities
No. THEME TITLE DETAILS
Automotive Insurance
8 and driverless cars Invest in driverless cars
Aligning with Vodafone on Vehicle recovery programs
Insurance premiums for client base who do not have insurance telematics
9 Mobile money Use of social media platforms to engage, move money (wechat, Vodafone, OMG)
OMG as a platform to drive hyperconnected products/services
Frictionless payment platform via mobile device + network
OMG with a mobile first engagement model
Use future farmer capability, overlay
10 Gigabyte generation Gigabytes – thinking of how we can engage the client in using HD video
11 Mobile App Insurance app for agriculture
Rapid insurance app with pre populated info
UBI and pay as you go product portfolio with mobile app
12 Generation X Funky customer engagement for insurance via mobile to youth market
Portfolio
13 diversification OMG take a share in Vodacom Group
C2 - Vodafone External 16Summary of all workshop opportunities
No. THEME TITLE DETAILS
Biometrics and
geolocation based
14 vetting Health assessment via iris scan or selfie
AI and bulk data analytics in online applications
Segment of 1 hyperpersonalisation with AI/ML/BD
OMG as a data broker
Instant cover based on geolocation
Make credit scoring robust and move across countries
1 insurance policy which is life, short term, health and investment – use telematics to price
Data around likes/interests for targeted campaigns
15 Data INT Automated independent brokers
E-learning platform
Agri/drone scope insurance
Pay as you go insurance
Death claims processed via data feed forms from home afairs
Daqta accounting trusted services
16 Products E-learning/mobile learning for financial education and savings in rural areas
17 IOT Drones will be sent out for evaluations – eg accident scene
C2 - Vodafone External Providing self driving17cars to reduce accidents
Payment solutions – pay premium with loyalty pointsSummary of all workshop opportunities
No. THEME TITLE DETAILS
18 On Demand Insure itemized for low/sm market instore
Extend to include smart insurance using AI integrated connectivity
On demand insurance for rental/Air BNB goods/houses
19 Group Solutions Green property investments for stokvels
Organisational risk cover for NGO’s/volunteers
20 SME Propery Full service suite for SME’s (how to start business > advice > funding > market access)
P2P lending for informal SME’s
Online market procurement platform for SME’s for B2B with corporates and other SME’s
C2 - Vodafone External 18Workshop photos/Customer quotes and feedback Fantastic ideation platform, set up for creative thinking. Excellent group work Customer was not aware of the Vodacom service offerings, lots of opportunities for Vodacom to provide solutions and partner with OMG. Customer was very forthcoming with information sharing, Vodacom got to understand the OMG business landscape. Customer keen to partner with Vodacom on Big Data projects. C2 - Vodafone External 19
C2 - Vodafone External 20
C2 - Vodafone External 21
C2 - Vodafone External 22
Thank you C2 - Vodafone External 23
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