Managing Director & Partner
China’s internet-plus action plan is adding to the pressure on insurers to make their services available through multiple channels and devices. That pressure is coming also from consumers, who are changing their behavior as they increasingly handle their personal affairs on mobile devices and with e-commerce companies.
Michelle Hu is a core member of Boston Consulting Group’s Insurance practice in Greater China.
Michelle has acquired significant experience consulting in the insurance sector, with expertise in overall growth strategy, distribution, joint ventures, M&A, and operations and internet strategy. She also works extensively with clients in the property and casualty, life, and health insurance areas.
In some of her recent projects, Michelle has helped an insurer develop an internet strategy and devise an innovative business model; designed a blueprint for future operation and a channel development plan so that an insurance conglomerate could tap new business opportunities; and supported a life insurer in assessing and redesigning its China distribution strategy.
Michelle is a chartered financial analyst (CFA) and a member of the New York Society of Security Analysts.
Before joining BCG in 2011, Michelle was a director at Prudential, a business planning manager at AT&T, and an account manager at China Merchants Securities.
These are the key principles for success.
Bionic Operations is more than Digital 2.0! It constitutes a new logic in client interactions with proactive and preemptive personalized services enabled by a new digital ecosystem. The impact for insurance companies is tremendous, with regard to both business logic and the setup and workforce required. The future of insurance operations has arrived, and we’ll share real-life examples.
Leading companies are already implementing a bionic approach. Others should follow.
The COVID-19 pandemic—along with the new reality taking shape because of it—has created a clear mandate for insurers: deal with the rigors of the present and the near future while starting to prepare for challenges and opportunities over the longer term.
As the COVID-19 pandemic forces insurers to prepare for the new reality, a focus on five particular areas can help them begin.
Digital players and leading insurers in China are using new technologies to connect with and serve customers. Insurers outside China should learn from these companies.