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We facilitate Live Case Studies and best practice days, to share learning from our Award winners and finalists over the summer months, especially from the Transformation & Innovation Awards. This is another great opportunity to learn about the fantastic things that these organisations have achieved. These are interactive events to allow plenty of time for questions with key stakeholders in the transformation and networking with other delegates focussed on the same challenges. 

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2015 Innovation & Transformation Awards: Customer Insight: Closing the loop at Allianz

Published on 27 April 2015

2015 Innovation & Transformation Awards: Customer Insight: Closing the loop at Allianz

How data, communication, analysis & rigour, from the insight team, underpin customer improvements at Allianz, by collaboration with leaders, operations teams, underwriters, marketing, QA & risk.

See the full Case Study

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. 

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Author: Leanne McNamee

Categories: Library, Operational Improvement, Data, Analytics & Insight, Awards Case Studies

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As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

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