Realize the hidden patterns in customer behavior prior to an executive or regulatory complaint in order to delineate necessary process improvements, optimal intervention points, and strategies for de-escalating negative sentiment before it becomes a breaking point.
reduction in overall complaints
When satisfaction data is connected with upstream touchpoints, such as digital and contact center interaction data, this rich journey dataset tells the entire story for what drove the survey results.
point increase in CSAT score
Claims process improvement is the most common area of focus for any insurance company. Outside of enrollment, a claim is the only time that a customer interacts with their insurance company, ensuring that costs are contained and experience is streamlined and efficient, ensures policy renewal and strong up-sell opportunities.
improvement in settlement claims
Connect and contextualize digital channel data with contact center data. Quickly understand what drives customers to contact front-line employees and improvement opportunities.
increase in digital containment
Maximize opportunities and strategies for quick, fair claims settlement. Sub-optimal manual adjuster processes and policy application can result in risk to the organization that can be signifigantly improved through journey analysis.
Utilizing customer behavior trends to detect fraudulent activity and improve the intelligence of fraud detection models. Fraud journey pattern recognition provides an exponential improvement over traditional manual pattern recognition approaches.
Gini score improvement
- McKinsey & Company