QBE set to offer a new personalised customer experience via new digital strategy

The insurance giant has partnered with Sitecore to offer customers a more tailored and innovative experience

QBE Australia and New Zealand has invested in a new responsive site as part of the insurance company’s efforts to enhance and personalise customer experience.

QBE’s new website now provides members with a responsive digital experience, enabling the business to establish one-to-one relationships with its customers on any device. At the same time, the site is set to provide an innovative experience through the delivery of personalised content based on the customer’s preferences. The platform is being delivered by experience management software company, Sitecore.

Content authors will use Sitecore to publish content to any consumer device, with individual pages more easily customised and created as part of QBE’s efforts to improve the timeliness of response to consumers.

QBE Australia’s head of digital, Marcus Marchant, claimed the new rollout offered several key features that appealed to the company.

“Firstly, it’s built from the same, all-in-one product technology stack so it’s easier to manage and is also highly secure, robust and scalable,” he explained. “Secondly, and most importantly in terms of user experience, it provides customers with a digital experience that is engaging, personal and relevant. The end result being they receive tailored content that better meets their needs, and achieve greater engagement with the website.”

In line with the new design and UX, QBE said it also took a strategic approach to content, ensuring it demystifies the role of insurance and helps customers make informed decisions about their needs. Improved analytics and personalisation will also mean QBE can engage more deeply with its customers by better understanding their behaviour and intent.

“We see our website as a key driver for supporting direct new business growth and maximising customer lifetime value,” said Marchant. “As a result, we were looking for a solution that would equip the organisation with better analytics capabilities and marketing automation functionality.

“While content will play a critical role in communicating the value of our services, Sitecore’s ability to improve customisation, agility, feature set and development opportunities is also important in helping improve our customer experience.”

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+: google.com/+CmoAu

Join the CMO newsletter!

Error: Please check your email address.
Show Comments

Supporting Association

Blog Posts

​ Creating a purpose-driven brand

So you want to be a brand with purpose. But what does it actually mean to build a brand with real meaning?

Paul Chappell

Partner and managing director, Brand + Story

Customer experience crisis: Proactively mitigating the risk of broken promises

Last Friday, three weeks after United Airline’s spectacular customer experience disaster, customers received a letter from the company’s CEO, Oscar Munoz.

The politics of branding

There have been some real doozies lately. I’m speaking of campaigns where brands have dipped their toe in - or jump straight into the deep end – of the political spectrum, aligning with social causes that seem to be the flavour of the day.

Paul Chappell

Partner and managing director, Brand + Story

Thank you Shane Blandford for carrying my Smarketing vision into KM !

Peter Strohkorb

​CMO Interview: Why aligning sales and marketing drives innovation at Konica Minolta

Read more

Thanks for helping me putting those threads of thoughts together. Simplification and connection - neat idea.

Mark Bayly

Tips from IAG on how to craft human-centred design

Read more

The problem with Box is that they made a couple of big mistakes - they first hired a bunch of unprepared kids and gave them big roles and...

Tim Woods

CMO interview: Why Box's marketing chief is rewarding staff for failing

Read more

At this point, being hit hard will also be subject for a detailed study. In honesty, too early to tell but there are precedents to follow...

Sean Lindeman

Australian Government to abolish 457 visa program

Read more

iflix is really a company with great potential. As a young company, iflix has forward-looking insights and able to identify data-driven m...

Serene Chan

How iflix used consumer intent data to gain 1 million subscribers in six months

Read more

Latest Podcast

More podcasts

Sign in