UX/CX for the insurance sector
Unlock the full potential of business development, customer relations and corporate performance by refocusing on user and customer experiences to capitalise on their strengths and capabilities.
Details of the offer
Objectives
Optimise the customer and user journey by supporting them from their very first interactions (requesting a quote, taking out a policy, etc.) right through to the activation of the contract (claims, triggering of cover, etc.), with a view to improving customer satisfaction and business performance, and setting the offering apart.
Benefits
- Understanding and analysing the needs of your customers and users,
- Building a close relationship that is simple, fast and effective,
- Designing innovative and personalised digital experiences,
- Empowering your customers by developing self-service options,
- Developing service offerings for a multi-channel user experience,
- Improving customer satisfaction.
Implementation
- Understand, analyse and map your current ecosystem:
Observe customer journeys, the services affected (back, middle and front office), all stakeholders, and their relationships and interactions… - Identify your strengths and weaknesses,
- Benchmark opportunities available in the market,
- Identify the real needs of your policyholders and staff,
- Define the most suitable customer journeys
- Define and manage projects,
- Measure the performance of the customer journeys and implement agile adaptation processes: test and learn.