A Letter from CCC CEO Githesh Ramamurthy: Using Data to Advance the Customer Experience
Data is increasing rapidly across multiple dimensions – volume, velocity, and variety. In 2020, 1.7 MBs of data was created by every person every second. In fact, more data was created in the last two years than in the entirety of human history. This is a fraction of the data that will be available tomorrow as connections and insights continue to multiply, becoming increasingly bi-directional, and informing virtually everything. Right now, there are more than 50 billon connected devices in the world, and connected cars are emerging as an important new digital platform.
In our industry, the mix of vehicles on the road, the presence or absence of ADAS, and build sheet data, along with driving pattern information, weather, point of impact, delta V, repair procedures, and diagnostics, all work together to inform understanding and actions. Merging this data with consumer preferences, insurer-directed guidelines, and repairer-driven metrics, enables a new era of customization and personalization.
2021 marks the 26th year of CCC Crash Course, a report to share data, insights, and analyze trends spanning the P&C insurance industry. The report provides a clear picture of where we have been and where we are going. It also looks at the immediate impacts of unpredictable events, such as COVID-19, as it massively reshaped trends and behaviors.
Data and digitization drive personalization, giving us the power to see and respond in ways we couldn’t before. Being digital goes beyond automation, efficiency, and optimization. It opens the door to be more human: more empathetic, more responsive, and more personalized by understanding the behaviors and preferences of the user.
This is the cornerstone of our work at CCC — deep integrations across the vast ecosystem of players in the P&C insurance economy, synthesizing large amounts of data and information, coupled with AI. We make data actionable – helping our customers better focus on theirs.
We can empower customers with technology and data to keep their customers safe, activating ecosystems to speed and inform responses. We can create seamless experiences for customers with tools that enable drivers to request estimates based on a picture or to make payments via text, addressing their busy lives. We can keep workforces and communities working when the unexpected happens.
Our industry, our world, our interactions are changing, and we are excited to both chart and navigate these new opportunities with you. With our team of experienced data scientists, engineers, and product innovators, we will continue to apply AI, machine learning, and other advanced technologies at scale to create more meaningful experiences and relationships between our customers and theirs.
On behalf of the entire CCC team, I want to thank our customers for decades of support and the deep trust you place in us. We value the opportunity to share Crash Course with you and are proud to be on this digital journey together.
CCC Chairman & CEO