Delivering a sustainable customer experience strategy

Partnering with a South African life insurance and investment company to develop a strategic customer experience capability

overview of the clients needs
  • Fulfil key strategic objectives
  • Move from being a product-siloed business to a customer-centric one
  • Close the gap between brand commitment and the customer reality
  • Better understand the customer and their needs
  • Articulation of the real service experience needs of the client’s customers
  • Identifying how the client’s service experience is currently falling short of meeting these needs
  • Defining a customer service experience framework to close this gap and allow the 2020 vision to become a reality
  • Defining a set of initiatives required to achieve the desired customer service experience outcomes
  • A high-level execution roadmap to make the plan a reality
  • Creating a business case framework for investment in developing the capability, with real metrics to assess progress and support the execution of the plan
  • A true view of the customer, by defining personas made up of core emotional drivers and blockers, versus the traditional customer segmentation model based on income and age
  • A realisation of what a true customer-centric culture means
  • An understanding that engaged customers are dependent on engaged employees (virtuous cycle)
  • Enhanced future customer journeys
  • The basis for more engaging communication
  • A roadmap for consistent and excellent cross-channel experiences
  • A framework to ensure every touchpoint can be quantified in real metrics, not just vanity metrics that do not reflect the true customer experience and feeling
  • Matured customer-centric design capability
Delivering a sustainable customer experience strategy

By enabling a better understanding of customers and their needs, BSG has positioned the client to assist their customers save for the future more effectively.

Find out about our CRM Solution

Customer Relationship Management (CRM) Solution at BSG

We help you unlock insights from your data to give you a single view of customer. CRM solutions cross many business units, products and channels, and a data-led approached is needed to maximise the value of the insights inherent in your data.

Do you want to change the way your customers perceive your brand?

We use a combination of data analytics and customer experience design to craft the most appropriate solution for your business, one that meets the needs of your customers. Get in touch to see how we can improve your customers’ perception of your brand.

Related Case Studies

Contact Us

We love talking about change. If you've been inspired by anything you've read here, please get in touch.

Not readable? Change text. captcha txt