Improve customer awareness within the organization.
How do you involve not only employees, but also partners in the ambition to become more customer-oriented?
For inspiration and motivation, we have started a series of CX Masterclass at various departments of Allianz. We have shown a variety of cases and employees can show what enormous power a good customer experience can result in. We then made a design and realized the execution of the Allianz CX Academy. These are 'customer arenas' where the voice of the customer is heard very frequently, in order to continuously monitor the customer experience.
After the implementation of the CX Academy and the various master classes, we saw a strong improvement in customer focus and, more importantly, the customer experience. In addition, the involvement of employees increased and we saw smoother customer processes as a result of the transformations.