CX 1 Allianz - Amazon S31_Allianz.pdf · 2020-01-24 · AGCS: B2B CX Principles *AGCS SE and AGCS...

Felicity HoldgateGLOBAL DIRECTOR OF CUSTOMER EXPERIENCEALLIANZ

Michael Maicher

GLOBAL HEAD, GLOBAL BROKER MANAGEMENT & CUSTOMER EXPERIENCE MANAGEMENTALLIANZ

London – April 2019

B2B CX PRINCIPLESHOW TO GATHER FEEDBACK, ANALYSE THE RESULTS AND CLOSE THE LOOP

Allianz Global Corporate & Specialty SE

Copyright © 2019 Allianz Global Corporate & Specialty SE (All rights reserved) 7-Mar-19 !4

AS ALLIANZ GLOBAL CORPORATE & SPECIALTY WE ARE …

AGCS: B2B CX Principles

*AGCS SE and AGCS North America, correct as at May 2017 (S&P) resp. August 2017 (A.M. Best)

To be recognized as the best in our business – the benchmark for our target customers, our employees and our shareholderAGCS Ambition

1 1890

Part of the Allianz Group which has

been in business for over 125 years

2

Allianz Group provider for

Corporate & Specialty insurance

5

Trusted partner for more than

2,500 lead programs

4

Global team of almost 4,700 employees

3

Present in over

200 countries via Allianz offices and

partners



1 VOICE OF THE

CUSTOMER 2 CUSTOMER

EXPERIENCE TRANSFORMATION

3 ORGANIZATION

4 CULTURALCHANGE

CUSTOMER EXPERIENCE MANAGEMENT AT AGCSBEGAN WITH VOC BUT NOW STRUCTURED AROUND 4 PILLARS



Transactional 5* Rating

Relationship NPS &

Satisfaction

Other External Survey

Information

Deep-Dive Topic

Interviews

CE Journey Mapping

Employee CE Pulse-Check

VOICE OF THE CUSTOMER WE HAVE MORE WAYS THAN EVER TO LISTEN TO OUR CUSTOMERS



Relationships may be intermediated05

Customers often represented by multiple contacts and touchpoints04

Individual decision makers are harder to reach and high in value making double-blind approach less feasible03

Contact universe is often much smaller02

Very little empirical research available to inform best practice for business-to-business (B2B)01

CHALLENGES IN B2B CX MANAGEMENTWHY IS THIS MORE COMPLICATED THAN B2C?



B2B CX MANAGEMENT WORKSHOPAIM OF IDENTIFYING BEST PRACTICES FOR B2B CX PRINCIPLES



060504030201

Sample Size Gathering Feedback

KPIs Bench- marking Targets Proving

value

SAMPLE SIZE & GATHERING FEEDBACK CHALLENGES AND BEST PRACTICES IDENTIFIED



060504030201



value

KPIS & BENCHMARKINGCHALLENGES AND BEST PRACTICES IDENTIFIED



060504030201



value

TARGETS AND PROVING VALUECHALLENGES AND BEST PRACTICES IDENTIFIED


Analyse results in the most

effective way

Closing the feedback loop for both customers and accounts

Gathering feedback –

quality versus quantity

Cultural change needed to move programme to next level


Cultural change

Gather feedback

Close the loop

Analyse results

01

02

04

03

WHAT CHANGES HAS AGCS MADE?PROGRAMME CONTINUES TO EVOLVE TO MEET B2B CUSTOMER EXPECTATIONS


Customer Experience

Employee Experience

Business Performance

THE FUTURE: CUSTOMER, EMPLOYEE & BRAND


WHAT’S NEXT FOR AGCS? ALL KEY ELEMENTS IN CREATING A TRULY CUSTOMER CENTRIC ORGANIZATION


THANK YOU

We’ll be back in In the meantime, why not grab a tea or coffee outside?

1:50-2:10PM

BREAKOUTBREAK 20 MINUTES

CX 1 Allianz - Amazon S31_Allianz.pdf · 2020-01-24 · AGCS: B2B CX Principles *AGCS SE and AGCS...

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Transcript of CX 1 Allianz - Amazon S31_Allianz.pdf · 2020-01-24 · AGCS: B2B CX Principles *AGCS SE and AGCS...