Case Study: AIG achieves better customer experiences and lower costs with PGForsta

AIG - Customer Case Study

The insurance company AIG faced the challenge of being disconnected from its customers, making key business decisions based on gut feelings rather than direct feedback. This lack of insight prevented them from improving customer service and gaining a competitive edge. To address this, they partnered with vendor PGForsta to implement a customer feedback solution.

PGForsta built a comprehensive enterprise feedback management system for AIG, starting with surveys and expanding into a program that monitored customers at various touchpoints in real-time. The solution provided tailored data access across the business. The results included significantly improved customer experiences, such as replacing a disliked automated phone system with live representatives. This change led to happier customers, lower operational costs, and a stronger competitive reputation.

AIG

Candy Michael

Vice President of Customer Feedback