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4 Key Takeaways from India Insurance Summit & Awards 2020

The India Insurance Summit & Awards 2020, themed around technology and innovations in Insurance concluded on March 13th in Mumbai. The event witnessed enthusiastic participation from corporates like Future Generali India Life Insurance, ICICI Lombard, Aditya Birla Sun Life Insurance, Pramerica Life and many more. The stalwarts from the Insurance industry addressed the tech-powered revolution that is soon to happen with Digital 2.0. Here are 4 key takeaways from IISA that highlight the future of Insurance and InsurTech.

1. Digital 2.0 is on rise

Accenture’s research report on the post-digital era reveals that 94% of businesses have accelerated their digital transformation over the past three years. While the era of Digital 1.0 was focused on the mobile, simplified design and a wider range of applications, Digital 2.0 extends the ecosystem into the next-gen interface which relies on anywhere, anytime and any platform mindset.

The traditional insurance distribution channels have already received a digital facelift; with Digital 2.0, they tend to become more consumer-focused and experience-driven. Insurers are empowering distributors to deliver next-gen experiences to customers and deliver products & services for Micro-Moments

[Related: How technology is transforming Insurance distribution channels]

2. Millennials are characterized by Micro-Moments

Micro-Moment is an intent-rich moment when a person turns to a device to act on a need — to know, go, do, or buy” (Google).

An average consumer experiences hundreds of micro-moments throughout the day. More than 91% of smartphone users use mobile phones for inspiration in the middle of a task. People are becoming more research-obsessed and almost every decision made online is informed. For instance, 51% of digital consumers have purchased from a company other than their intended brand, solely based on the information they find online. Moreover, 62% of people are more likely to take an action (like purchase decision) right away even in the middle of some other task.

Earlier, customers used to view the lowest priced product as their best value for money option. Now, the customer’s ability to research is leading to higher-priced products being bought because of the greater perceived value of the product.

As a notion, Insurance is not bought; it’s sold. Thus, micro-moments present immense opportunities to engage with the customer during their buying journey. By leveraging the right points of interaction, Insurers can propose relevant and personalized insights to win customers.

[Related: Millennials and Insurance beyond convenience]

3. Online is best for small-ticket insurance 

Small-ticket insurance (or bite-size cover) focuses on the specific needs of consumers. These are characterized by low premium, low cover and hence lower profit margins. Thus, offline distribution, which involves agents and brokers isn’t feasible. Online channels with emerging API-based distribution and marketplaces are best for distributing small-ticket insurance products. In India, companies like Toffee Insurance, MobiKwik and Digit Insurance provide bite-size insurance. 

Within life insurance, term plans are sold the most online. Insurers have observed that online customers buy more and stay longer with the brand as compared to offline customers. In general, online products are more compelling. The key is — small market, great margins and greater profitability.

Moreover, small-ticket insurance delivers two-fold benefits. Consumers, who haven’t bought an insurance product before, need not pay lengthy premiums (also beneficial to Insurers for customer acquisition); while Insurers find it easier to predict customer behaviour online, allowing them to underwrite risks more accurately.

4. Technology will enhance post-sale moments of truth

Insurers have already started to utilize technologies like NLP to build self-service policy renewal/inquiry portals, AI for zero-touch integrated claims, to name some. The behaviour of the same customer on different channels (like Twitter, Instagram, LinkedIn etc.) is unique. Carriers have to map and understand these behaviours to create better-individualized journeys. Distributor journeys also play a crucial role in analysing post-sale moments of truth. Insights from distributor journey can help Insurers modify/add products into the chain based on buyers’ experiences.

Technology is also helping Insurers participate in a connected information ecosystem. Data from geo-tagging of accidents can be shared with law enforcement to understand areas prone to accidents, underlying causes and even catching criminals through facial recognition technology. For instance, Staqu Technologies, a Gurugram-based AI startup, is providing facial recognition systems to many state government police departments.

Wrapping up

Although 94% of urban and 24% of the Indian rural populace use the internet, Insurers still rely heavily on offline third-party insurance sold by agents (e.g. third party motor insurance for the rural market).

Even though online is cheaper than offline, customers prefer offline as it has more accountability. What drives offline to online is understanding that every customer is unique with unique needs and unique propositions. The truth of the matter is — when things fail, online becomes harder for customer acquisition. AI and Automation has allowed for significant cost reduction and process efficiency gains across the value chain for carriers. However, AI should be used strategically to augment processes that cannot be entirely automated so as to not fully eliminate the human in the loop, in order to better assist customers (eg: speaking to an actual person for resolving complex issues.)

Mantra Labs was a proud customer experience partner at India Insurance Summit & Awards 2020. During the event, Mantra unveiled the Internet of Intelligent Experiences (IOIX) illustrating the extremes to which technology can create sensory disruption in customer experiences!

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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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