With over 140,000 employees and 85 million customers in 70 countries, Allianz is one of the world’s largest insurance providers. The company’s mission is to give customers the courage to move forward with their next big steps, in business and in life.
PLANNING FOR AN UNCERTAIN FUTURE
Operating in a world affected by tremendous demographic and social change, AGCS decided to put customer experience at the center of their strategy, so that they could ensure profitable growth in the years to come.
They brought together a team of 35 key business leaders across the organisation to design a scalable customer experience program that would win over customers and accelerate growth year after year. They needed a technology partner that could make their vision a reality.
THE POWER OF PREDICTIVE ANALYTICS
Qualtrics was an easy choice for AGCS, with the world’s first experience management platform and a dedicated team of people who, from the beginning, showed earnest investment in their success. Qualtrics felt like a “permanent extension of their team.”
AGCS quickly rolled out a globally consistent program to collect experience data from customers in 22 countries and 16 languages. They now have a wealth of insights. With the ability to easily filter and prioritise those insights by location and function, employees are able to see exactly where to take action next. In their own words, they can “think globally and act locally.”
AGCS has used experience data to raise the bar for experience quality in countless ways. They’ve developed never-before-seen products so that businesses can protect themselves from emerging risks like cybercrime. They’ve elevated claims from a back-office function to a strategic client-facing function. They’ve developed a reputation for above-and-beyond consultations. Most importantly, they’re earning lifelong loyalty from clients who see them as an integral, forward-thinking business partner.
provider in home market
Single system for managing the experience in 22 countries
Increased ability to predict clients’ needs