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Using Personas to Drive Profitable Growth

  • Our client - a major insurance company - wanted to drive profitable growth through a differentiated customer strategy aimed at delivering a best-in-class customer and broker experience, in a mature market.

  • Through this research, Phase 5:
    • Identified the key service drivers of actual customer behavior for each significant touch point.
    • Revealed which touch points and aspects of the service experience have the greatest impact on customer behavior.
    • Uncovered future state aspirations and gaps in achieving goals to deliver “effortless” experience, encompassing both offline and online touch points