This is a great example of a program gone right, marking a significant change from a history of suboptimal launches. .
A national insurer’s CX program had become outdated, inflexible and largely unused by staff. The client wanted to revamp the program to accomplish four core goals:
Any new program would first have to win acceptance among the nearly 15,000 members of the claims division if it were to succeed. We began by conducting a rigorous round of interviews among executives and staff at all levels. Then we designed and piloted a new sample, survey and reporting system tailored to the objectives. Before rolling it out enterprise-wide, we conducted an exhaustive training program to bring every user up to speed and validate that the new design appropriately addressed all needs.
In the first full year, we doubled survey participation by systematically refining and optimizing every step of the research process. By delivering real-time, online survey reporting to every manager in the organization, the new CX program has become a critical input in daily claims management. The closed-loop experience recovery process was a “quick win” for the company that had previously lacked visibility into alert response. The program is now viewed as a vital part of the claims management process as data are leveraged in new ways to inform business decisions and continuous improvement efforts.
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