Ageas + Qualtrics

Ageas, an international insurance group operating in Portugal with ∼1.8 million clients across multiple brands, sought to intensify its focus on customer experience to enhance decision-making. Their initial system for evaluating CX was embryonic, limited to telephone and email, and they needed to move toward a more robust, scalable, and near real-time measurement system for their numerous transactional and relational touchpoints. Their main objective was to transition teams to be proactive, anticipating problems rather than just reacting to them.

Ageas partnered with IZO and Qualtrics on a strategic programme that scaled the VoC model from a pilot to a critical business tool. The Qualtrics platform enabled the team to rapidly scale measurement to 32 transactional and relational touchpoints. Operational efficiencies were gained with the automation of distributions, providing near real-time measurement and reducing manual effort. Ageas strategically created the "Customer & Market Insights" area and adopted the Inner Loop Model to drive action and accountability, delivering clear business value. The team is now focused on the next phase: fully leveraging Artificial Intelligence and predictive models within Qualtrics to achieve proactive problem anticipation.