BPIR Categories
1.3.2 Determine & provide customer contact mechanisms1.2.3 Identify new innovations that meet customer needs
To advance its commitment to be customer-centric, Health Net, a US health insurer, appointed a customer experience officer and addressed two major issues: 1) the large number of calls to its contact centres and 2) the large volume of paper generated. To decrease the call volume the organisation developed a membership card with a magnetic…
1.2.3 Identify new innovations that meet customer needs
1.2.3 Identify new innovations that meet customer needs