Case Study: nib (Australia & New Zealand health insurer) achieves a 6% churn reduction with InMoment (experience management provider)

How nib New Zealand Reduced Churn by 6% through Embedding Experience Management

nib is a health insurer serving 1.5 million members across Australia and New Zealand. Four years ago nib New Zealand’s CX program, led by Manager of Customer Experience Roe Baluyut, faced a challenge: an over-reliance on NPS and under‑utilised data that encouraged “chasing the score” rather than discovering and actioning insights to improve customer experience and reduce churn.

nib embedded experience management through four strategies: building a customer‑obsessed foundation, collecting feedback at key moments via a top‑down/bottom‑up VoC program, diagnosing true CX drivers with driver questions and visible dashboards, and closing the inner and outer loops. Tactics included frontline coaching, dashboards for Customer Care, text analytics, predictive modelling and value‑driver analysis—resulting in a 6% reduction in churn and stronger, actionable CX processes.

nib