Our client is a major Nordic insurance company. The company has been a price leader and now wants to re-focus on customer leadership. A challenge is the current low customer satisfaction. Differ supported the company with mapping the customer journeys and identifying areas for customer experience (CX) improvement.
The insurance industry is undergoing disruptive changes. Companies are investing in the digital customer experience and, led by insurtech, new business models are introduced, e.g. “pay-per-use” and “pay-as-you-behave”. Our client, a leading Nordic player, is well behind its main competitors with regards to digital maturity within customer experience.
The company has had low customer satisfaction rates and these rates have even worsened the last couple of years. Company acquisitions and integrations have led to incoherent customer journeys.
The Nordic market in general has a high digital maturity and consumers have high expectations with regards to UX and CX.
Differ had previously helped develop a new strategic direction – secure competitiveness through increased digitalization and innovation, as well as effortlessness for the customer.
This new direction implied an ambition to improve customer experience through increased customer focus. Previously, pricing had been the main competitive aspect.
Customer satisfaction has been low compared to industry peers and the understanding for the reasons behind this is lacking.
The client needed external support to realize their ambitions.