Allianz AGCS wins CX Impact Award with Qualtrics Experience Management
The winners of this year’s CX Impact Awards have been announced – and in the 2017 hall of fame is Allison Windon, Director of Customer Experience at Allianz Global Corporate and Specialty (AGCS).
The award, presented by the Customer Experience Professionals Association (CXPA) recognises global CX leaders who have made a profound impact on their organisation and its customers.
And Allison has done that by leading AGCS’ True Customer Centricity (TCC) program – a global customer experience program powered by Qualtrics’ Experience Management Platform.
22 countries, 16 languages
The TCC program is AGCS global CX program, spanning some 16 countries and bringing together feedback from their +12,000-strong database of clients and brokers.
Integrating the Qualtrics Experience Management Platform with Salesforce, it gives the TCC team at AGCS a single view of their customer and allows them to close the loop at scale.
In just its first 18 months the program has delivered year-on-year improvements in NPS as well as new initiatives across the group including:
- Reorganising the business to make claims a client-facing function
- Launching new products in direct response to broker and client feedback
Managed globally by a team of 3 in the program office, it brings 40 ambassadors together from throughout the organisation, embedding customer centricity across AGCS and helping to turn insights into action with a mix of local and global activities.
Accepting the award, Allison Windon said, “It has been a phenomenal opportunity to build and shape a global program from the ground up, in an industry that is rapidly recognising the importance of customer experience.
“I am proud to work for an organisation that puts the customer at the heart of everything we do. And I am committed to working with my peers to advance the body of knowledge in the B2B space. Many thanks to the AGCS team for bringing this program to life, to Qualtrics for their partnership, and to the CXPA for this honour.”
Dermot Costello, Chairman of Qualtrics EMEA said, “Allison’s passion and drive have been a tour de force throughout this project – she’s a thought leader and an innovator and hasn’t been afraid to challenge the status quo.
“Not only has she been able to drive a huge organisational change through, but she’s brought the whole organisation along to embed True Customer Centricity (TCC) at the heart of AGCS.