Allianz Insurance Case Study 2015 - Customer Insight: Closing the loop
This case study is designed for those looking to drive actionable insight. Whether in a leadership role or part of a quality or insight team this session will offer the chance to understand the customer experience loop and how to use insight to drive continuous improvement.
How data, communication, analysis & rigour, from the insight team, underpin customer improvements at Allianz, by collaboration with leaders, operations teams, underwriters, marketing, QA & risk.
- Learn how comparing multiple data sources can create new understanding
- Understand how they ‘close the to deliver significant improvements for the customer
- See how communication and engagement play a huge part in delivering insight
- Hear how the insight cycle works to drive continuous improvement
Improvement for customers & the business is being powered by new work from the Operations Customer Insight team, bringing together analysis of many data sources using existing systems. Data-led decision-making is closing the loop by comparing complaints, customer satisfaction, QA, risk/incident data and reasons for calling. This has led to tangible improvements: new documents cut payment-related calls by 2%; improved tailored training on No Claims Discounts has cut related complaints by a quarter; and NPS is up 4.5% points. Engagement has been critical to success, with regular stakeholder involvement in monthly boards and workshops, and is fully supported by board members. Detailed team leader workshops, with subject matter experts (SMEs) ensure improvement becomes business-as-usual.
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