Suncorp’s personal injury claims division has designed an entire framework to elevate the customer within across claims. Specifically GIO has significantly improved its Net Promoter Score over the past 6 months, raising it from negative to positive, a major feat given it is an environment with multiple customers and stakeholders. It has given the claims function a different insight into the customer using realtime feedback.
In this presentation from Claims Experience 2017, Sofia Mavratzas Executive Manager, Personal Injury Claims, Suncorp, explores:
- Centring operations on the customer: drawing insights to understand how to change and improve CX
- Rethinking operations and CX to boost NPS
- Embedding the change internally and scaling it across the organisation
- Developing a high-achieving CX culture