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.

Challenge

To develop a Customer Experience strategy to achieve the brand attributes.

Solution

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.

Outcome

The strategy and roadmap were accepted by the business.

Services provided /

Industry / Insurance