It takes only 3 minutes for an insurance policy to complete a claim online;
An intelligent doctor exceeds the accuracy, precision, and speed of diagnosis of a specialist in a tertiary hospital;
A 300-page financial report involving dozens of companies can be completed in just 34 days.......
These are not imaginary, but real cases that happened in Ping An. Behind these cases is the disruptive change that digitalization brings to a company's management and business services.
This is the first year of the 14th Five-Year Plan. The "14th Five-Year Plan" announced at the beginning of the year, for the first time the construction of a digital China in a separate chapter, the word "digitalization" appears 25 times, becoming a high-frequency vocabulary.
Peace of mind, a few years ago, has been a comprehensive digital strategy and operation as one of the key projects, and proposed that in the next 10 years, to become one of the world's leaders in digital strategy and development. What changes will digitalization bring to our lives? Ping An's exploration of digitization in different areas has already given us a sense of the new changes brought about by the wave of digitization.
How should we understand digitization at a time when it has become a national strategy? What other services will the digitization attempted by Ping An bring us? What does digitization mean to enterprises, and what new exploration will it bring to human beings for the development of human society? These questions, perhaps we can find answers from the recent Ping An chairman Ma Mingzhe published "digitalization of my opinion" article.
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Digitalization makes the ultimate product and service a reality
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Digitalization is the basic project to promote the progress of human society in the 21st century and to enhance the productivity, and it is a revolutionary advancement for human beings to enhance their level of understanding and capability by leaps and bounds.
--Ma Mingzhe
As an important wind vane for the development of the national economy and society, the 14th Five-Year Plan has made important deployments for the development of digitization and pushed it to a new level. The word "digital" appears 25 times in the plan, and the fifth chapter even focuses on describing the development goals of digitalization: embracing the digital era, activating the potential of data elements, promoting the construction of a strong networked country, accelerating the construction of a digital economy, a digital society and a digital government, and driving the transformation of digitalization as a whole to change the modes of production, lifestyle and governance. change.
What changes will digitalization bring? In the financial and technology sectors, the biggest change brought about by enterprise digitization is to make extreme product services a reality.
Because of digitization, we have seen a great change in the way Ping An life insurance agents work, and they are called "AI+agents" because each agent has a personal assistant "Askbob" by his side, and any questions he doesn't understand can be answered by AI anytime, anywhere. The AI support is always there to help you with your questions.
Because of digitization, we all enjoy the efficiency of Ping An auto insurance claims service - customers only need to use the Ping An Good Car Owner APP to take photos and upload the damaged photos, and the claims can be completed in 3 minutes. Over the past year, Ping An auto insurance home car customers had an average of nearly 20,000 online self-service claims cases per day, and 83% of auto insurance reports no longer required on-site surveys by surveyors.
Because of digitization, Ping An's service capabilities are being greatly enhanced, allowing Ping An to reach a wider range of services -- today Ping An has 220 million individual customers and 611 million Internet users.
For example, in Ping An, customers can enjoy a one-stop service of "one account, multiple products", users only need an account entrance, just like opening "any door" to enjoy diversified products and services.
Digitalization has helped Ping An build a highway. The construction of these roads started back in 2009. At that time, Ping An introduced the One Account function, which opened up different business scenarios through a single account. After nearly a decade of development, this has become the most solid "infrastructure" for Ping An's comprehensive financial services customers.
The ultimate user experience brought about by digitization is also reflected in all aspects of Ping An's silent business segments and services. For example, people are still in the hospital "intelligent pre-payment" to get the compensation payment in advance. Another example is the Ping An good doctor's "cloud consultation" to provide customers with online consultation, referral, registration, online purchase of medication services and so on.
What changes are being brought about by digitization in our lives, we can find the answer in Ma's article.
In his opinion, digitization has three major disruptive features, namely "disruptive computing power, disruptive cognitive methods, and disruptive data foundation". He believes that the disruptive nature of digitization is not only in the computing power, but also in the disruption of human cognition, which can help human beings to solve more complex problems, and the cognition is deeper and more comprehensive.
For the understanding of digitalization, Ma Mingzhe is even more beyond the financial and economic fields, in his view, digitalization has a higher social value. Digitalization can not only detect the objective world and the development of human activities, but also enhance the understanding of the role of the guidance of practice.
So, Ping An's digitalization practice has long gone beyond the financial industry, and continues to expand into the fields of medical care, automotive, real estate and smart cities, contributing greater social value. Earlier this year, Ping An even proposed to create a "warm finance", which is to use digital capabilities to better serve customers.
For example, we just mentioned Ping An's AskBob smart doctor. Ma Mingzhe said that in the future, will be extended to remote countries and regions, is expected to improve the health of local residents, enhance the average life expectancy of human beings.
Another example is that during the epidemic, Ping An Good Doctor took the lead in launching an anti-epidemic 24-hour online clinic, which had a cumulative total of 1.11 billion visits during the peak of the epidemic; Ping An Medical Insurance Technology dispatched a mobile CT imaging vehicle to Wuhan to assist in diagnosis through remote online reading of films, and became the first batch of fixed-point organizations selected for nucleic acid testing of the new coronavirus.
These all validate Ma Mingzhe's judgment that digitalization has a higher social value, "digitalization will elevate mankind's ability to understand the objective world and grasp the laws of development to a new level."
02
What makes Ping An a leader in digitization?
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In the next 10 years, to be one of the global leaders in digitalization strategy and development.
--Ma Mingzhe
In his latest article, Ma Mingzhe even pointed out the urgency of full-scale digitization -- the market will be more competitive in the digital era, and the winner takes all. He issued a call to all Ping An employees - comprehensive digitalization will become the "ballast" and "leading goose" of Ping An's sustainable development.
In fact, Ping An is one of the earliest pioneers on the digitalization runway - as early as 2018, Ping An changed the six words in its original logo from "insurance, banking and investment" to "finance and technology". The determination of all in can be seen. Ping An's digitalization practices are like nails, riveting the "four pillars" of the group's business development.
An interesting shift is that in the first 20 years of Ping An's development, Ma Mingzhe has been HSBC, Citibank and other international financial institutions as a benchmark and reference, in recent years, this reference and benchmarking object has been replaced by Amazon, Google and other Internet companies.
Ping An and Ma Mingzhe have such an in-depth understanding of digitization, which is inextricably linked to the company's innovative DNA that has always kept pace with the times.
In the 1980s, when computers were just beginning to spread across China, Ma had equipped everyone in the company with a computer. At the time, a computer, a photocopier and a fax machine became standard equipment for every Ping An branch opening. Even in the era of paper policies, Ping An's first policy was issued by computer.
There are several stories that have been widely circulated that testify to the importance that Ma Mingzhe attaches to science and technology: in 2004, Ma would rather roam than let executives use BlackBerrys in the office; and in 2009, when he attended a meeting at the CIRC, he was already taking pictures of the meeting with an IPAD as a record, and so on.
In fact, as early as the late 1990s and the beginning of the 21st century, Ping An in the country's financial institutions for the first time to test the water online sales, e-sales platform, such as PA18, One Wallet, Miles and other projects. For example, One Wallet once had a function to send red envelopes, from the time point of view may also be earlier than WeChat red envelopes. Although the first trial was too far ahead of its time, and did not match the network speed and user habits at the time, it accumulated valuable experience for Ping An's digitalization practice.
Today Ping An has 25 science and technology research and development laboratories and six science and technology innovation institutes, more than 24,000 research and development personnel, and the number of core science and technology patents has exceeded 32,000.
With strong technological strength, Ping An has infiltrated technologies such as face recognition, micro-expression recognition, voiceprint recognition, speech analysis, natural language processing, knowledge mapping, machine learning and other technologies into a large number of business scenarios, realizing the automation and onlineization of a number of businesses and providing employees with digital business assistance capabilities.
It's worth mentioning that Ping An is once again ranked among the top 50 global brands in the just-released 2021 Cato BrandZ Most Valuable Global Brands Ranking, in which technology and digitalization are among the most important factors in determining brand value.
03
Ping An's digital future
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In the 21st century, the wave of digitization is coming, and it will further trigger a disruptive revolution in all walks of life, and change the way human beings live and develop.
--Ma Mingzhe
How will the wave of digitization change our lives in the future, and what kind of imagination will it bring to us?
In his article, Mingzhe Ma comes up with 5 points of value and significance of digitization for businesses.
One of them is smart management. Through big data analysis, we can summarize the law of development of the industry and identify the opportunities and challenges in the market, so that we can see the essence of the complex environment and make correct decisions in advance.
The second is to improve management and streamline and optimize processes through digitalization.
Thirdly, it is to prevent risks, through the forward movement of risk data analysis, from financial data, business data, and then behavioral data, and to prevent risks from the source of behavior by virtue of the accurate monitoring and analysis of artificial intelligence.
The fourth is to optimize service, the financial industry does not need to carry out customer service through physical objects, it is more suitable for digital enhancement of service and optimization of customer experience.
The fifth is to reduce costs, the simple and repetitive labor-intensive work, replaced by artificial intelligence. Reduce labor costs.
In Ping An, we have seen that Ping An's digital strategy and practices have begun to empower the ecosystem, blossoming in five major ecosystems, including healthcare.
So where will Ping An, the digitalization leader, go in the future?
Get founder Luo Zhenyu has a point of view that I agree with. In the digital future of society, people are divided into two categories - one part of the people in the digital system under the command of the command of the busy, constantly generate new data to feed back to the digital system. And the other part of the people, constantly conceptualize the future, form judgments, draw blueprints, determine the boundaries, to drive the digital system to serve mankind.
Ping An and Mingzhe Ma are destined to become the "other part".
"The new digitalization of my opinion" points out that: digitalization is not only a technological revolution, but also a cognitive revolution, a revolution in the way of thinking and behavior of human beings, through the empowerment of science and technology, the understanding can be from the surface to the essence, from the independent to the connection, from the perceptual to the rational, from the empirical to the scientific, digitalization will be able to raise the ability of human beings to understand the objective world and grasp the laws of development to a new level.
Being in the era of digitization, no matter what kind of position you are engaged in and what kind of industry you are in, we are all involved in it. Some even say that all businesses will be redone because of digitization.
Obviously, digitization is no longer a multiple choice question, but a must-answer question. Answer it wrong, answer it slowly, and a company may be missing out on an era.
And the changes brought about by digitalization are by no means simply the introduction of new technologies and equipment. Rather, it is a new concept of renewal.
Today, digitization and digital economy have become buzzwords in the social and economic fields. However, we have to admit that, in addition to a small number of a small number of enterprises to take the initiative to embrace and fully promote, quite a number of some enterprises to digitalization is simply regarded as a kind of Internet application of new technologies, stay in the production and marketing process control of the information technology; some enterprises to digitalization is simply equivalent to the offline part of the move online, the establishment of online channels, engage in e-commerce, buy goods online.
Entrepreneurs and executives on the significance of digital transformation and the lack of strategic *** knowledge, more companies are still just the pursuit of management fashion, speculation on the concept of digitization, digital slogans, but in the operation of the level of little action and construction.
In everything, the depth of understanding will determine where we arrive; the angle of understanding will affect the direction we set out. This is why in the digital wind mouth is strong, has long set sail to Ping An, its helmsman Ma Mingzhe will once again to write an article for the digitalization of a comprehensive interpretation, and issued a new mobilization call