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Customer Engagement Strategies For Gen Zs in Insurance

Indian market is a multi-headed Hydra that confounds in more ways than one. Being the world’s largest democracy and the most diverse country has resulted in a level of stratification that most countries would be unable to fathom. The tiered expectations and a shift in customer demographic are pushing insurers to rework the Customer Engagement Strategies For Gen Zs.

Tier 1 customers hold businesses to an extremely high standard, often on par with global companies operating out of mature ecosystems like the UK, USA, et al.

Tier 2 customers on the other hand are more rustic in their ways of seeing but actively seek the kind of novelty and flair that their Tier 1 counterparts crave. This cohort also strikes a fine balance between modernity and tradition when it comes to customer engagement expectations, e.g. would prefer talking to a live agent instead of a bot.

Tier 3 customers continue to operate on a major time lag, i.e. fully digital touchpoints do not work and software can be a catalyst for change only insofar as they remain invisible in the interactions that Tier 2 customers have with businesses.

Use Cases:

Given the democratized access to generative AI technologies, insurers would do well to incorporate them in each and every facet of the customer experience, right from purchase, all the way to fraud detection. That being said, regional differences could be accounted for in the following ways:

Tier 1: Metro cities require a comprehensive customer experience approach that never rests. Highly personalized chatbots that operate on context, slick user interfaces that are built to minimize friction in service, and proactive communication (via reminders, automated calls, etc.) are strategies that insurance providers could start using.

Tier 2: Given the relatively less frenzied environment in Tier 2 cities, it would make more sense to devote a sizable portion of the budget towards a digitally-enabled physical office. Incorporating the usual technologies to extend reach, while also maintaining a team in these geographies would give it that added human touch that Tier 2 residents usually appreciate.

Tier 3:

For Tier 3 cities, technology ought to recede into the background and do all the legwork that humans did earlier. A more committed implementation of predictive analytics would be needed as Tier 3 residents don’t have as much of a digital footprint as their Tier 1 and Tier 2 counterparts do. 

Phygital v. Digital

Ensuring stickiness and retention amongst Tier 1 GenZ customers will require a domineering digital play. Establishing multiple touchpoints across popular and emerging platforms would be a non-negotiable strategy. 

Tier 2 customers on the other hand would do well with a digital play with a slight mix of physical touchpoints which could include a singular office in the arena, primarily for servicing and support activities. Customer engagement would require a localization effort, in terms of language as well as distribution.

Tier 3 GenZ members would require a full-fledged phygital strategy where the role of digital engagement would purely be limited to the realm of convenience, by way of sharing documents, essential information, etc. Establishing reasonably spacious offices, coupled with outdoor advertising would be the only way to be ‘taken seriously’ in such geographies.

Next-gen Engagement Models

Both AdTech and MarTech are evolving at a rapid pace, to the point where the cost of implementing experiential engagement strategies is decreasing with each passing year. Audiences in Tier 1 areas will be more receptive to AR/VR engagement that can allow Insurers to integrate physical locations with a slick, digital experience. 

The current ecosystem could even allow for engagement strategies built on the metaverse. These, however, will need to be restricted to upscale commercial/residential areas for maximum effectiveness.

Tier 2 and Tier 3 geographies, on the other hand, are not yet primed for such innovations. The balance between physical engagement strategies, i.e. having a team on the ground, hosting events, and actively reaching out to younger customers in collegiate environments ought to be in favor of the physical, with digital-only being an enabler.

There can be no one size fits all customer engagement strategies. The only way forward would be to carefully select an engagement mix and deploy it dynamically to get the attention of GenZ customers.

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Lake, Lakehouse, or Warehouse? Picking the Perfect Data Playground

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In 1997, the world watched in awe as IBM’s Deep Blue, a machine designed to play chess, defeated world champion Garry Kasparov. This moment wasn’t just a milestone for technology; it was a profound demonstration of data’s potential. Deep Blue analyzed millions of structured moves to anticipate outcomes. But imagine if it had access to unstructured data—Kasparov’s interviews, emotions, and instinctive reactions. Would the game have unfolded differently?

This historic clash mirrors today’s challenge in data architectures: leveraging structured, unstructured, and hybrid data systems to stay ahead. Let’s explore the nuances between Data Warehouses, Data Lakes, and Data Lakehouses—and uncover how they empower organizations to make game-changing decisions.

Deep Blue’s triumph was rooted in its ability to process structured data—moves on the chessboard, sequences of play, and pre-defined rules. Similarly, in the business world, structured data forms the backbone of decision-making. Customer transaction histories, financial ledgers, and inventory records are the “chess moves” of enterprises, neatly organized into rows and columns, ready for analysis. But as businesses grew, so did their need for a system that could not only store this structured data but also transform it into actionable insights efficiently. This need birthed the data warehouse.

Why was Data Warehouse the Best Move on the Board?

Data warehouses act as the strategic command centers for enterprises. By employing a schema-on-write approach, they ensure data is cleaned, validated, and formatted before storage. This guarantees high accuracy and consistency, making them indispensable for industries like finance and healthcare. For instance, global banks rely on data warehouses to calculate real-time risk assessments or detect fraud—a necessity when billions of transactions are processed daily, tools like Amazon Redshift, Snowflake Data Warehouse, and Azure Data Warehouse are vital. Similarly, hospitals use them to streamline patient care by integrating records, billing, and treatment plans into unified dashboards.

The impact is evident: according to a report by Global Market Insights, the global data warehouse market is projected to reach $30.4 billion by 2025, driven by the growing demand for business intelligence and real-time analytics. Yet, much like Deep Blue’s limitations in analyzing Kasparov’s emotional state, data warehouses face challenges when encountering data that doesn’t fit neatly into predefined schemas.

The question remains—what happens when businesses need to explore data outside these structured confines? The next evolution takes us to the flexible and expansive realm of data lakes, designed to embrace unstructured chaos.

The True Depth of Data Lakes 

While structured data lays the foundation for traditional analytics, the modern business environment is far more complex, organizations today recognize the untapped potential in unstructured and semi-structured data. Social media conversations, customer reviews, IoT sensor feeds, audio recordings, and video content—these are the modern equivalents of Kasparov’s instinctive reactions and emotional expressions. They hold valuable insights but exist in forms that defy the rigid schemas of data warehouses.

Data lake is the system designed to embrace this chaos. Unlike warehouses, which demand structure upfront, data lakes operate on a schema-on-read approach, storing raw data in its native format until it’s needed for analysis. This flexibility makes data lakes ideal for capturing unstructured and semi-structured information. For example, Netflix uses data lakes to ingest billions of daily streaming logs, combining semi-structured metadata with unstructured viewing behaviors to deliver hyper-personalized recommendations. Similarly, Tesla stores vast amounts of raw sensor data from its autonomous vehicles in data lakes to train machine learning models.

However, this openness comes with challenges. Without proper governance, data lakes risk devolving into “data swamps,” where valuable insights are buried under poorly cataloged, duplicated, or irrelevant information. Forrester analysts estimate that 60%-73% of enterprise data goes unused for analytics, highlighting the governance gap in traditional lake implementations.

Is the Data Lakehouse the Best of Both Worlds?

This gap gave rise to the data lakehouse, a hybrid approach that marries the flexibility of data lakes with the structure and governance of warehouses. The lakehouse supports both structured and unstructured data, enabling real-time querying for business intelligence (BI) while also accommodating AI/ML workloads. Tools like Databricks Lakehouse and Snowflake Lakehouse integrate features like ACID transactions and unified metadata layers, ensuring data remains clean, compliant, and accessible.

Retailers, for instance, use lakehouses to analyze customer behavior in real time while simultaneously training AI models for predictive recommendations. Streaming services like Disney+ integrate structured subscriber data with unstructured viewing habits, enhancing personalization and engagement. In manufacturing, lakehouses process vast IoT sensor data alongside operational records, predicting maintenance needs and reducing downtime. According to a report by Databricks, organizations implementing lakehouse architectures have achieved up to 40% cost reductions and accelerated insights, proving their value as a future-ready data solution.

As businesses navigate this evolving data ecosystem, the choice between these architectures depends on their unique needs. Below is a comparison table highlighting the key attributes of data warehouses, data lakes, and data lakehouses:

FeatureData WarehouseData LakeData Lakehouse
Data TypeStructuredStructured, Semi-Structured, UnstructuredBoth
Schema ApproachSchema-on-WriteSchema-on-ReadBoth
Query PerformanceOptimized for BISlower; requires specialized toolsHigh performance for both BI and AI
AccessibilityEasy for analysts with SQL toolsRequires technical expertiseAccessible to both analysts and data scientists
Cost EfficiencyHighLowModerate
ScalabilityLimitedHighHigh
GovernanceStrongWeakStrong
Use CasesBI, ComplianceAI/ML, Data ExplorationReal-Time Analytics, Unified Workloads
Best Fit ForFinance, HealthcareMedia, IoT, ResearchRetail, E-commerce, Multi-Industry
Conclusion

The interplay between data warehouses, data lakes, and data lakehouses is a tale of adaptation and convergence. Just as IBM’s Deep Blue showcased the power of structured data but left questions about unstructured insights, businesses today must decide how to harness the vast potential of their data. From tools like Azure Data Lake, Amazon Redshift, and Snowflake Data Warehouse to advanced platforms like Databricks Lakehouse, the possibilities are limitless.

Ultimately, the path forward depends on an organization’s specific goals—whether optimizing BI, exploring AI/ML, or achieving unified analytics. The synergy of data engineering, data analytics, and database activity monitoring ensures that insights are not just generated but are actionable. To accelerate AI transformation journeys for evolving organizations, leveraging cutting-edge platforms like Snowflake combined with deep expertise is crucial.

At Mantra Labs, we specialize in crafting tailored data science and engineering solutions that empower businesses to achieve their analytics goals. Our experience with platforms like Snowflake and our deep domain expertise makes us the ideal partner for driving data-driven innovation and unlocking the next wave of growth for your enterprise.

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