Kate WilliamsHead of Customer Strategy and Engagement
2:30 PM Case Study: How To Use Customer Journey Mapping, Data And Text Analytics To Enhance A Customers’ Experience
Insurers must understand their customer and their behaviour to satisfy their needs. However some insurers are still flying blind when it comes to building and prioritising a customer journey map because they cannot use the data they have. Kate has been leading the customer strategy and engagement at ahm Health Insurance and has made some major improvements over the past year to the customer journey map due to the use of customer behavioural data and analytics to improve customer experience and loyalty.
- Understand how to create a customer strategy that is data driven and led by customer behaviour
- Determine the building blocks of an effective customer journey map with clear priorities and narrow your focus
- Focus on reducing real pain points customers are affected by, ensure you understand the failure of demand and eliminate any disconnect your customer may experience