The Importance of Evolution, Before Revolution: A Fireside Chat With Rebecca Brooks-Daw, Senior Customer Experience Strategy Manager at AXA Health
Customer Engagement Examples of ExcellenceShow Notes
Transformation doesn’t always have to be revolution and while big bang revolution is often perceived as the exciting, results generating differentiator, in an industry that hasn’t always been known for innovation and transformative change, evolution plays a huge part. In this chat Rebecca will take us through how AXA Health are embedding a customer centric culture, empowering colleagues to listen to customers and take action to remove pain points, to develop more efficient and effective processes which helps more customers do what they need to do, find what they need to find and ultimately better understand their health insurance plan. By listening, tweaking whilst recognising that most of our customers don’t even use, or even want to use our product, more of our customers appreciate the value their plan offers, more customers trust us and satisfaction scores are growing. We will talk about the importance of driving consistency for all audiences, across all channels and how this can be a great starting point for transformation.
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