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Leading U.S. Insurance Company

How a U.S. Insurer Is Driving Growth Through Customer-centric Thinking

Our client’s digital business transformation is creating better customer experiences and an extra $5B+ in revenue.

With the goal of making it easier for agents to learn about and access its products, a leading U.S. insurance company engaged Publicis Sapient to rethink their operating model and put customer experience at the forefront of their thinking.

The Imperative for Change

Our client’s goal was to become customer-centric, but they didn’t have a cohesive, scalable approach to convert their business priorities into executable, measurable work. Despite recently adopting Agile 2.0, they were struggling to integrate new workflows with their existing journey methodology. And without a repeatable approach to managing and prioritizing the highest value journey opportunities, they were wasting effort on journeys without strategic value.​

The Transformative Solution

The client engaged us to develop a solution to optimize their existing journey workflows and enhance their customer and agent experiences.

We delivered the solution through the client’s journey transformation program: the primary vehicle for driving the adoption of customer experience capabilities across the organization. ​From evaluating their existing journey workflows, we delivered a range of enhancements, including better journey architecture prioritization and service blueprinting capabilities. ​

We’re currently executing the enhanced journey workflow in four pilot journeys within the client’s Business Insurance (BI) division.​

Enhanced journey workflow

The Impact

By enhancing both the customer and agent experience and enabling the prioritization of strategic value journey opportunities, our client has delivered a $5B+ uplift in insurance revenue.

Beyond this, by integrating execution and ops, we’ve laid the foundation for continuous improvement beyond the original project scope. And  by aligning the technology and operational engine to the journey framework, the client now has  a roadmap that enables them to continuously and iteratively optimize their customer experiences.

Ash Joshi
Ash Joshi
Managing Director, Strategy