Case Study: Gjensidige improves customer insight with Capgemini and IBM Watson Explorer

Gjensidige - Customer Case Study

Gjensidige, a leading Norwegian insurance company, faced a challenge in analyzing its vast stores of unstructured customer data, which was difficult to collate and process due to complex insurance terminology. To centralize control and unlock valuable customer insights, they partnered with vendor Capgemini, who proposed a solution using IBM Watson Explorer.

Capgemini implemented IBM Watson Explorer, which was trained to understand Norwegian and insurance terms to analyze the disparate data. This solution provided Gjensidige's management with improved analytical capabilities and clear insights into customer demographics and opinions, enabling them to better understand the "voice of the customer" and take actions to improve service quality and prevent customer churn.

Gjensidige Bank

Minda Asgard Musk

Head of Customer Analytics