Gaining Customer Insight Using Real-Time Feedback
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
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