Case Study: a FTSE 250 insurer achieves £750k incremental revenue with MOJO-CX customer journey orchestration

FTSE250 Insurer Drives £1m Incremental Revenue

The customer, a FTSE 250 insurer, faced a significant challenge after a 16-month project with another consultancy failed to deliver a return on investment for its new next best action algorithm. The insurer needed to reduce churn and increase customer lifetime value by effectively cross-selling its expanded product portfolio, but had no clear results to show for its efforts. They engaged the vendor, MOJO-CX, to address this.

MOJO-CX rebuilt the data model and next best action strategy over an eight-week period, optimizing it for profitability rather than just purchase probability. Their solution included implementing a customer journey orchestration tool, creating robust control groups, and training call centre agents. This rapid deployment by MOJO-CX generated £750,000 in incremental revenue for the insurer within the first year.