Case Study: Manulife improves customer experience and NPS with Alida

How Manulife Is Improving Customer Experience from the Outside-In

Manulife Singapore, an insurance, retirement, and wealth management provider, wanted to shift from an inside-out mindset to a truly customer-first approach. To do that, the team needed a better way to gather direct customer input and understand the full customer journey from the outside in. They partnered with Alida and used its insight community solution, Manulife Circle, to connect with a group of opted-in, highly engaged, richly profiled customers.

With Alida’s Manulife Circle, the team could run surveys, quick polls, simulation exercises, and online or offline discussions to test ideas, validate assumptions, and improve experiences faster than traditional research methods. The program helped Manulife Singapore revamp its Client Service Centre and website, with the website redesign driving a 40% increase in page views. Overall, Manulife Singapore saw a 15-point increase in relational NPS between 2016 and 2018, and 100% of customer engagements reportedly led to significant business decisions.

Manulife

Li Choo Kwek-Perroy

Chief Customer Officer and Chief Transformation Officer