Case Study: a general insurance company improves customer experience and reduces churn with TouchpointCX from Touchpoint Group

Improve Customer Experience, Decrease Churn & Drive Revenue Using TouchpointCX

A major general insurance company in New Zealand sought to address market share by minimizing customer churn and improving ROI. Their challenge was to better understand the drivers of customer behavior across the entire service cycle. They were already collecting feedback but needed a more effective way to monitor the experience and intervene in real time. To achieve this, they partnered with vendor Touchpoint Group to implement its Customer Experience (CX) program.

Touchpoint Group deployed its solution in phases, starting with the claims department before expanding across sales, service, and marketing. The program provided real-time customer feedback directly to staff dashboards and hierarchical reporting for management. As a result, the insurance company saw significant improvements in staff engagement and customer-centric processes, which contributed to them winning independent awards for being New Zealand’s most trusted insurer, its insurer of the year, the best place to work, and for having the most satisfied customers.