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Versicherungskammer Bayern Case Study

Fully automated customer experience solution supporting the transformation into a customer-centric firm

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Satisfaction surveys are a well-established tool at the VKB. More traditional approaches have been taken however involving surveying individual customers, either about their overall experience or specific processes.

As part of the transformation project, an analysis was conducted to identify the interactions that take place between the customer and the VKB on division and product levels. This led to the identification of eleven different customer journeys within the corporate group, the study of which can yield a holistic understanding of customer satisfaction and its respective driving factors.

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