Case Study: Leading Insurer Company achieves customer-centric transformation with TTEC

Leading Insurer Company - Customer Case Study

Leading Insurer Company worked with TTEC, through its Peppers & Rogers Group strategy consultants, to better understand its members and shift from a product- and transaction-focused model to a more trusted, customer-centric healthcare experience. The insurer’s challenge was to transform its culture, operations, and interactions so it could improve member relationships, efficiency, and overall experience.

TTEC led a Customer Centricity Transformation Journey that combined market analysis, stakeholder feedback, segmentation work, and a value map to redesign the member experience. The engagement produced hundreds of new customer-focused ideas and recommendations, including eight integrated lifestyle segments, expanded Voice of the Customer programs, new branding and product concepts, employee training, and cross-functional segment managers to drive implementation.