CUSTOMER JOURNEY ANALYTICS FOR INSURERS

Some of the largest Insurance Providers in the world have used ClickFox to automatically collect and connect their customer interactions into journeys.

They rely on journey analytics to make informed, intelligent decisions.

The results of a better experience*


COMPLAINT REDUCTION

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.




10%

reduction in overall complaints

CSAT/NPS DRIVERS

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.

1 to 4

point increase in CSAT score

CLAIMS PROCESS IMPROVEMENT

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.




35%

improvement in settlement claims

DIGITAL CONTAINMENT

Connect and contextualize digital channel data with contact center data. Quickly understand what drives customers to contact front-line employees and improvement opportunities.


15%

increase in digital containment

CLAIMS ADJUDICATION

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.




10%

throughout improvement

FRAUD MODEL ENRICHMENT

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.




20%

Gini score improvement

Become a Customer Journey-Centric Enterprise

See strategies & benchmarks for organizational transformation toward improving customer experience. As organizations across industries work to raise the bar on customer experience, consumer expectations continue to rise, transforming customer service into a key brand differentiator. Many progressive companies are even touting their customer service focus in advertising campaigns to appeal to an increasingly discerning consumer base and to attract business from competitors still maintaining the status quo.

 

"In most industries, the three journeys that matter most to customers account for more than 25 percent of total customer satisfaction."

- McKinsey & Company

Journey Centric Enterprise Whitepaper
GET THE WHITE PAPER

"Thinking about the customer journey as a product is leading to a major shift in how product investments are determined, prioritized, funded, and measured. Increasingly, firms will be focusing on how an investment improves the economics of delivering products and journeys to a customer segment ...rather than just how it drives sales or reduces costs."

- Harvard Business Review