Customer Experience Strategy
One of New Zealand’s largest insurers identified several brand attributes in order to become more highly differentiated and relevant within the market.
To develop a Customer Experience strategy to achieve the brand attributes.
During the Discovery Phase, Tenzing identified key interactions with customers and developed a customer touch point map. Workshops were conducted with business representatives to define customer experience principles. A strategy map was then developed aligning the customer experience principles to the business strategy. Strategic themes were identified and actionable outcomes for each principle developed.