Case Study: Allianz Global Assistance achieves predictive customer insights and global experience management with Qualtrics

Allianz Achieves True Global Customer Centricity

Allianz Global Corporate & Specialty (AGCS), part of the Allianz group and a market leader in commercial insurance, faced a highly competitive market with excess supply and falling rates. To secure profitable growth, AGCS convened 35 business leaders to put customer experience at the center of their strategy and sought a technology partner to scale a global CX program.

AGCS partnered with Qualtrics to deploy a single experience-management platform across 22 countries and 16 languages, giving teams democratised, predictive insights they can filter by location and function to "think globally and act locally." The program drove product innovation (including protections for emerging risks like cyber), elevated claims into a strategic client-facing function, strengthened consultative relationships, and delivered measurable outcomes: the firm solidified its position as the #1 provider in Europe, improved its ability to predict client needs, and implemented one unified system for experience management worldwide.

Allianz Global Assistance

Allison Windon

Global Practice Director