When its Car Insurance market leadership was threatened, an Anonymous Global Insurance Player decided to address the customer experience, innovate to differentiate, and resolve customer frustrations. The determined to provide an end-to-end communications “glue” compared to its previous multi-touchpoint, multiparty customer journey. Among other changes, most important was securing answers to customer questions regarding the status of their car while under repair. A prototype was created using...

BPIR Categories

1.2.3 Identify new innovations that meet customer needs
1.3.3 Review customer relationship approach
1.1.7 Review customer listening & learning methods

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