Framing an assistance provider's 2020 customer experience roadmap
Context
In a highly competitive market, our client's ambition is to become a world leader in the travel insurance and assistance sector, by offering a customer-centric experience, seamless travel and the integration of new digital functionalities.
Objective
Our customer asked VERTONE to build its Customer Experience 2020 roadmap, enabling it to :
- Deliver a "customer first" experience and turn it into a competitive advantage.
- Improve your NPS.
VERTONE contribution
- Identification of over 40 initiatives to improve customer experience and NPS results during 3 ideation workshops.
- Prioritization and validation of around twenty initiatives using a two-dimensional matrix: feasibility and CX impact.
- Definition and implementation of a community around the roadmap, with local Customer Experience and Travel teams committed and motivated to bring initiatives to fruition in 2020.
To find out more, contact our team
