Case Study: Generali Switzerland shapes customer journeys with cxomni

How Generali made the leap from journey mapping to journey management to achieve sustainable CX improvements

Generali Switzerland, a major insurance provider, faced challenges in understanding and meeting the evolving, individualized needs of its customers. Their existing sociodemographic data and transactional NPS program were not sufficient to gain deep insights into customer behaviors and journeys. They turned to the vendor cxomni and its Customer Journey Management platform to gain a more holistic and data-driven view.

By implementing cxomni's platform, Generali gained a centralized repository for all customer journeys, enabling them to visualize pain points with heat maps and prioritize improvements. The solution facilitated better communication with stakeholders and supported project management by sharing insights as actionable tasks. This allowed Generali to successfully resolve specific issues, such as improving the login process for their customer center. The cxomni platform also enabled continuous performance measurement by integrating existing KPIs, helping Generali actively shape and sustainably steer the customer experience.

Generali Switzerland

Roberto Gago

Customer Experience Manager