- 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