Case Study: Verisk Claims CX Scorecard
Verisk Analytics
Sr. Manager CX Strategy
2021 – 2023
Trends in Engineering Empathy
title
78%
of organizations report that customer data plays significant role in the CX they provide
title
30%
of IT leaders report that use of technology is critical to success in attaining contextualized data for customer engagements
title
30%
of Fortune 2000 will deploy next best action across their omni-channel environment
Source: IDC Spotlight – Empathic Service at Scale
Key Take Aways
Understand and predict your customer’s needs with an Account Scorecard that solves for these customer expectations:
- Help me even before I know there’s a problem.
- Show you know me before you even meet me.
- Empathize with my situation.
- Demonstrate that you know the road I traveled to get here.
- Listen, understand, and predict what I need, then act accordingly.
- Present me with answers I want as well as the ones I didn’t know I needed.
Summary
lorem ipsum
Opportunity
The most important tool to maintaining a positive customer experience is to empower internal leadership with the ability to monitor the metrics of the moments that matter.
During my tenure as Senior Manager of Customer Experience Strategy one of my most important initiatives was the development of a customer health check.
This health check was developed by creating a CX driver index which would eventually grow to become a dashboard or scorecard which gave leadership an overall rating on the health of their relationship with a particular customer.
Challenges
Gathering accurate data from multiple sources is always a challenge.
Outcome
I worked for several months with data intelligence teams to build a single source of truth for the drivers of customer satisfaction. Once the driver index was established, I worked with leadership to determine scoring rules and weight system to the metrics included in the driver index. These scoring rules could then be calculated to provide a single data-driven health score.
This score was devised by monitoring impactful metrics such as customer feedback, application performance, frequency of contact, customer support patterns, customer spend and purchase patterns and many others. When updated is as close to real time as possible these drivers of customer experience led to 360 degree view of relationship health with a customer and empower leadership to take proactive action to ensure positive customer experience.
This scorecard provided leadership with:
- Holistic view of customer satisfactions
- Monitor the drivers that could detract or promote customer loyalty
- The Moments that Matter
- White space exploration
- Create new offerings
- Target poor performance hotspots proactively
- Defined benchmarks for each metric
source: