MaritzCX Helps nib Launch Multi-brand, Multi-country CX Program

MaritzCX Helps nib Launch Multi-brand, Multi-country CX Program
SHARE
THIS



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.”

nib’s MaritzCX-powered CX program launches this month.

Please login with linkedin to comment

MaritzCX NIB Presto Salary

Latest News

New Report Calls Out Australian Media & PR Agencies For Promoting Fossil Fuels
  • Advertising
  • Media

New Report Calls Out Australian Media & PR Agencies For Promoting Fossil Fuels

A new global report on the damaging effects of promoting fossil fuels has singled out Australia as being uniquely compromised by agencies lobbying for oil, gas and coal. The joint study by Australian organisations Comms Declare and Clean Creatives lists the 90 advertising, marketing and PR agencies that have hampered cuts to greenhouse gas emissions […]

by B&T Magazine

B&T Magazine
72andSunny Unveils First Campaign For Plant-Based Drink Brand Australia’s Own
  • Advertising
  • Campaigns

72andSunny Unveils First Campaign For Plant-Based Drink Brand Australia’s Own

Freedom Foods and 72andSunny Sydney have launched the first advertising campaign for Australia’s Own range of plant-based beverages. The campaign introduces a new visual world and identity for the brand and captures the healthy, positive feeling you get when spending time in nature and when consuming Australia’s Own certified-organic, plant-based beverages. As well as featuring […]

Are You Paying Too Much In Search Marketing?
  • Partner Content

Are You Paying Too Much In Search Marketing?

Are you paying too much for search marketing? Discover the awful truth here. Or, alternatively, look at the invoice.

Partner Content

by B&T Magazine

B&T Magazine
Nine APAC Finalists In One Club’s Young Guns 19 Competition
  • Advertising

Nine APAC Finalists In One Club’s Young Guns 19 Competition

Nine creatives from APAC are among the 94 finalists from 27 countries in The One Club for Creativity’s prestigious Young Guns 19 competition, celebrating international creative professionals age 30 or younger. The finalists from APAC are: Hiu Ching Kung, graphic designer, Hong Kong Lam Ieong Kun, graphic designer, illustrator, indego design, Macau Raxenne Maniquiz, graphic designer, illustrator, Santa Maria (Philippines) Kiyotaka […]

Adflow’s Regional OOH Coverage Expands By 60%
  • Media

Adflow’s Regional OOH Coverage Expands By 60%

OOH transit company Adflow has announced the success of the first phase of its regional expansion program. Adflow’s regional footprint has increased by 60 per cent to now include 65 regional locations. With 9.1 million people living regionally in Australia (growth of 1.1 per cent experienced in the 19/20 Financial year) and most regional centres […]

Freshworks Starts Trading On Nasdaq, Valued at $13.7 Billion
  • Technology

Freshworks Starts Trading On Nasdaq, Valued at $13.7 Billion

Freshworks, a leading software company, has started trading on the Nasdaq Global Select Market, marking an important milestone for the company. The company priced its IPO at US$36 per share (AU$49.76), raising about US$1 billion (AU$1.4B), resulting in a total market capitalisation of AU$13.7 billion  (US$10B). Freshworks, which was founded in India, has strong roots […]

SLIK Announces Four New Key Hires
  • Marketing
  • Media

SLIK Announces Four New Key Hires

Independent creative agency, SLIK, has made significant changes to its full service creative offering with four hires across management, creative and production.

How Retailers Can Maximise Their Results This Sales Season
  • Marketing
  • Technology

How Retailers Can Maximise Their Results This Sales Season

Black Friday Cyber Monday (BFCM) is the biggest player in the holiday shopping game and Google’s most recent research suggests consumer interest for the peak sales season starts much earlier than retailers may realise. The pandemic has fundamentally changed buyer behaviour over peak sales season, with Google suggesting that global consumer interest in Black Friday […]