Insurance Company Evolves Customer Experience with Digital Journeys
Partnering with TTEC Digital, this company engaged in CX visioning to assess existing journeys, identify key opportunities, and develop a scalable omnichannel strategy that would support future growth
Insurance Company Evolves Customer Experience with Digital Journeys
Partnering with TTEC Digital, this company engaged in CX visioning to assess existing journeys, identify key opportunities, and develop a scalable omnichannel strategy that would support future growth
Proof, not promises:
An insurance company offering auto, home and farm insurance in the midwestern United States sought to modernize its customer experience but first needed a clearer understanding of its current state. Partnering with TTEC Digital, this company engaged in CX visioning to assess existing journeys, identify key opportunities, and develop a scalable omnichannel strategy that would support future growth while maintaining a seamless, customer-focused experience.
Project Journey
Project Goals
Deliver a detailed digital roadmap and vision.
Help client realize and implement omnichannel strategies for seamless customer journeys.
Deliver empathetic digital experiences, meeting customers in their preferred channel.
Outcomes
8-13% projected reduction in AHT: By optimizing employee desktop and introducing employee automation.
15-20% projected reduction in calls: By increasing self-service capabilities and channels.
25% projected reduction in dev time: By getting alignment with customer needs and vetting solutions with customers and stakeholders.