In order to advance its ‘voice of the customer’ focus, leading health insurer nib has selected MaritzCX to power its customer experience (CX) management across Australia and New Zealand.
MaritzCX will help nib better service its more than one million customers across five insurance business segments, and was chosen by the company following an extensive review.
The insurance provider initially required an agile and scalable platform to gather further insights from customers and speed up the ability to act on these insights.
The MaritzCX platform met this criterion with the ability to seamlessly integrate with nib’s existing measurement systems.
The partnership also gives nib access to expert research resources, activation and measurement of a Net Promoter Score (NPS), quality assurance metrics and soft skills across the enterprise.
Anticipated results from the expanded CX program include faster response time to customer inquiries, improved operations among departments, more timely and accurate reporting, closing the loop and measuring the business impact of recovery campaigns focused on customer retention and growth.
Adam Novak, head of CX at nib, said being able to understand and respond to our customers at speed is a game-changer.
“Having a slow, no or a bad response can disenfranchise customers and lead to the loss of business overnight,” he said.
“Working with MaritzCX will provide us with better access to data to draw insights that infinitely improve our customer experience.
“MaritzCX proved in every way to be the ideal partner for us. The team took the time to understand our business. They seamlessly fit into our culture and their previous experience, technology and research expertise are unmatched.”
David Blakers, managing director of MaritzCX for the Asia-Pacific region, said: “The team at nib was already running a sophisticated customer experience management program. However, they were unable to garner actionable insights efficiently.
“They were also challenged when it came to scaling the program across different teams, lines of business and regions.
“We are delighted to help refine, automate and scale a program that will enable the business to more effectively put the customer at the heart of everything nib does.”