Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards. 

 We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make. 

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in. 

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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