CFO World

nib ups the ante on CX program with new technology rollout

New customer experience management platform is set to help refine and scale the insurance giant’s voice of customer strategy

Nib is launching a multi-brand customer experience program to help refine and scale the company’s voice-of-customer strategy across Australia and New Zealand.

The health insurer has struck a new partnership with MaritzCX to bring the vendor’s experience management software into the business. According to nib head of customer experience, Adam Novak, the platform will be used to manage and display all voice of customer data.

“At every level of the organisation, from service manager to executive, everyone has access to their own unique dashboards, so it really brings the voice of the customer out to the business,” he told CMO.

Specifically, nib is looking to improve customer service across five insurance business segments. MaritzCX was chosen following an extensive review to find an agile and scalable platform that could seamlessly integrate with nib’s existing measurement systems.

The partnership also gives the insurer a better way to active and measure its Net Promoter Score (NPS).

“We chose MaritzCX because they really took the time to understand our business, how we operate, the general customer experience key moments of truth, and we were impressed with their calibre of talent,” Novak said. “Culturally, they’re aligned with our values in that they also put the customer at the heart of everything they do.”

Anticipated results from the expanded CX program include faster response time to customer inquiries, improved operations among departments, more timely and accurate reporting, closing the loop and measuring the business impact of recovery campaigns focused on customer retention and growth.

“Being able to understand and respond to our customers at speed is a game changer,” Novak continued. “Having a slow or a bad response can disenfranchise customers and lead to the loss of business overnight. This will provide us with better access to data to draw insights that infinitely improve our customer experience.”

Setting up a CX program that delivers results requires more than simply finding and implementing a technology platform, Novak stressed.

“The new platform gives us more actionable insights, but it’s one thing to collect customer feedback and another to do something with it,” he added. “As an organisation, you need to ensure everyone has access to it and can see the good and the bad to really understand the voice of customers, then act on that feedback.

“As an organisation, you need to get the information out there and make sure it’s visible, and then ensure you have systems in place to deal with and respond to that customer feedback. Finally, you need to create action plans based on the feedback which you can give to your channel managers so you can move things a lot more quickly.”

Nib’s CX program launches this month.

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