Using the Wealth of Data and Analytics to Better Know, Understand, and Serve Customers
When you put your customer at the core of your business, you collect a wealth of data, but how do you actually leverage that insight and feedback to inform product development, pricing, and strategic decision making? AIA is building a customer service framework around survey responses while reengineering its service to boost customer experience and satisfaction.
In this presentation from Claims Experience 2017, Paul Bennell, Claims Improvement Manager at AIA, explores:
- Focusing on innovation in customer improvement in the customer experience space
- Best practice market research and customer insights: are you collecting the most useful and informative information?
- Utilising survey results and reengineering process in response to improve CX
- Making internal changes in order to provide service that goes beyond customer expectation
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