AIG CX Initiative

OVERVIEW

The CX Initiative was a project following an agile methodology to analyse NPS survey results and pinpoint insurance broker pain points with AIG. Our goal was to develop solutions to encourage consistency and improve processes and systems. The group presented the issues, solutions and next steps at the CEO's quarterly Town Hall.

Customer Experience Framework

Strategy

Understand the issue
Work to identify the impact short term and long term
Impact of potential solutions on all aspects including brand, customers, process internally and staff to name a few
Identify all types of solutions including ones that the customer doesn't even know they want

Technology

Appropriate and updated technology and processes that would enable the implementation effectively and efficiently
Ensure metrics and data gathering tools for planning and testing

Leadership & Staff

Ensure buy-in from all staff both leadership and those directly involved
Provide appropriate training for a customer focus
Refocus thinking, goals and processes

Customer Service

Good relationship with brokers through improved communication and providing what the customer wants and needs
Service design to ensure appropriate process and support for customers

Problem

Get to Know Us

Using the NPS survey which was answered by AIG's top 4 broker partners, the team identified communication as the main issue brokers faced when dealing with AIG Australia.

The working group did some research with various aspects of communication.

1- basic communication such as email, phone, website