Singapore – Financial services company Aviva Singlife has partnered with global experience management (XM) provider Qualtrics to improve capabilities and insights for better customer experience (CX).
With Qualtrics’ CustomerXMTM, the company’s listening engine, predictive intelligence and analytics, and full closed-loop actioning capabilities, Aviva Singlife will be able to deliver premium financial services support and products aligned to the customers’ changing needs.
It will also standardize its CX and create a new, continuous listening platform, which will allow to make regular, targeted, and meaningful improvements to the customer journey, and interact with its 1.5 million customers at key moments across a number of different engagements and channels – such as when buying insurance products or making a claim.
Moreover, Qualtrics will be helping Aviva Singlife to rapidly resolve issues and close the loop with every customer. Intelligent, automated workflows will immediately alert the customer service team of engagements requiring their attention. Qualtrics will also help in conducting deeper analysis to help guide Aviva Singlife’s growth.
Lara Truelove, Aviva Singlife’s head of customer experience, shared Qualtrics will equip them with intelligent capabilities to continually develop and deliver products, services, and support, aligned to the customers’ changing needs.
“Importantly, the rich insights will also help us remove the complexity and confusion often associated with insurance, empowering our customers to make confident decisions,” said Truelove.
Mao Gen Foo, Qualtrics’ head of SEA, said that by standardizing and taking full control of its customer experience with Qualtrics, Aviva Singlife will be able to get to know and service customers better at every touchpoint.
“This is a significant ability, helping the company create a world-class customer experience helping it attract and retain customers in the financial services industry,” said Foo.
Qualtrics said that Aviva Singlife, partnered with Qualtrics Research Services, has also conducted a large market research study into changing consumer needs and expectations in the industry, to further strengthen the propositions being brought to market. The findings from the study have been made available throughout the organization, equipping every department with valuable insights to guide and inform future decisions – from product innovation to the type of advice provided.
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