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