Customer Case
Allianz SE: Customer Experience
Measure the return on Customer Experience investments
Challenge
Allianz already knew that great customer experience (CX) mattered, but proving its financial impact on brand value and policy sales was difficult.
Solution
We leveraged AI and machine learning to create a groundbreaking model linking CX investments to brand perception and policy sales.
The impact of CX investments was quantified both NPS, VoC and the direct and indirect effects on Brand awareness and insurance policies sold.
As the Customer Experience investments increase the Net Prompter Score(NPS) increases which results in an increase in new business and a decrease in churn, and together they drive growth.
Result
A new metric, Return on CX Investment (RoCXi), quantified the financial benefit of CX programs. This data-driven approach not only solidified the importance of CX but can empower Allianz to optimize resource allocation for maximum impact in the future.
Allianz is committed to measuring the impact of our CX programs. Following the success of AI models in marketing effectiveness, we're exploring their application to quantify CX program ROI.
Orquidea Hidalgo
Global CX AI & Analytics Manager
Allianz SE
Allianz SE
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