Through our Customer Experience Strategy Development Framework, we determined the most critical interactions, or “Moments of Truth,” customers have with their health insurance carrier. This new way of thinking informed us on how health plans fit into individual’s lives during stressful and emotional life changing events. The end result was a Customer Experience Strategy that included tactical initiatives and a roadmap to deliver a simpler, more personalized customer experience. This project has been so successful, people have gone, well, a little nutty. When our client was having a bad day, we left her a candy bar with a special note. She said we made her day. That made ours.
CX Case Studies
Andrew Reise assisted a large financial services company create and deliver a workforce planning solution across more than 6,000 offices. The scope of the program included design, development, and implementation of a solution which enabled field leaders to effectively deploy over 60,000 retail professionals. This initiative represented approximately $500 million in workforce resources, which were consequently available to provide service at optimal times for their clients.
A client tapped us to help them implement their new brand promise: providing customer service that would differentiate them from the competition. For two years we were an integral part of their team, working to achieve what ultimately was a huge success. Together, we were able to implement eight new customer-centric offerings that would further differentiate the company as a customer experience leader. Not surprisingly, when you work with someone for a while, you become friends. When our client (friend) was looking for a vintage jersey for his son, we found one.
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