- 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.
![persona1](https://www.phase-5.com/hs-fs/hubfs/Case%20Studies/persona1.png?width=408&name=persona1.png)
- 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
![persona2](https://www.phase-5.com/hs-fs/hubfs/Case%20Studies/persona2.png?width=407&name=persona2.png)