Challenge

A long-standing provider of auto, home and farm insurance in the midwestern U.S. aims to become a leader in omnichannel digital experiences by modernizing how they engage with both new and existing customers. Recognizing the need to innovate in an evolving digital landscape, the insurance provider has set out to enhance accessibility and integrate seamless digital solutions while maintaining the personalized service their customers expect.

Solution

TTEC Digital applied a CX visioning approach, integrating customer and employee research, envisioning workshops, and co-creation sessions. Experience prototypes were tested with the same customer group to refine the final design. Deliverables, including service blueprints, a technology roadmap, and experience prototypes, were packaged in a narrative vision, using visuals and storytelling to highlight user benefits and enabling technologies.

Results

By applying this vision, the client is expected to experience results like:

• 25-40% reduction in development time, achieved by talking to customers, testing and iterating with them on what solution works best for their needs.
• 15-20% reduction in call volume, achieved by increasing self-service capabilities and channels.
• 8-13% reduction in average handle time, achieved by optimizing employee desktop and automation.