AXA
Philippines, one of the leading insurance companies in the country, recently
received the Visionary Award from Vision Critical, an
international firm that provides continuous customer intelligence to power
companies with the collective wisdom of the people that matter to them. The
winning entry was MyAXA
Café,
a branded online insight community that provides secure, ongoing, and
real-time feedback from customers.
Created in
partnership with global service providers ABN Impact and Vision Critical, MyAXA
Café is designed to generate faster, research-driven insight to help improve
customer service and enhance customer
satisfaction and loyalty. It also helps AXA create new
and better products that are responsive to the needs of customers, while supporting an ongoing, two-way dialogue with them.
MyAXA Café has now become a vital tool to guide customer-centric decision-making
processes within AXA Philippines, across multiple departments and stakeholders
that may use it as a first step to making business decisions.
“By understanding our customers better through MyAXA Café, we are then
able to design even better solutions to improve constantly the delivery of a
frictionless customer experience,” says Rahul Hora, AXA Philippines president and CEO.
MyAXA Café has already made a difference in customer engagement. Through messages
from customers left on MyAXA Café, AXA Philippines launched an engaging and
simplified online financial needs analysis tool called Coach Finn that can
support customers with their financial game plan. Customers helped AXA
Philippines identify the approach, tone, and persona that will solicit their
engagement. By iterating feedback from MyAXA Cafe, Coach Finn was a guaranteed success.
MyAXA Café received earlier the Silver Award from the
prestigious Efma-Accenture Innovation in Insurance Awards 2018. For more
information, visit www.axa.com.ph.
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