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