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
Account Scorecards: Measuring Customer Satisfaction
Summary
I created a customer health report—a streamlined dashboard pulling data from over 80 sources like sales, IT, revenue, and customer feedback. This tool became a game-changer, helping us understand our customers better and strengthen those relationships for positive, lasting outcomes.
Opportunity
To keep customers happy, it’s all about giving our leadership the tools to track what truly matters in every customer relationship. Without clear visibility into how we’re performing against customer expectations and service agreements, it’s impossible to deliver the standout experience they deserve.
Challenges
Pulling together accurate data from various sources can be tricky, right? It means connecting different systems, creating a unified data hub, and then ironing out inconsistencies to make sure everything lines up. But here’s the upside: when we get it right, it’s a game-changer for customer relationship management. Clean, reliable data helps us understand customers better, make smarter decisions, and build stronger, more personalized connections.
Outcome
I created an account scorecard that evolved into a dashboard, giving leadership a clear, data-driven view of customer relationship health. By collaborating with data intelligence teams, we built a reliable system to track key drivers of customer satisfaction—like feedback, app performance, contact frequency, support trends, and spending patterns. Using these metrics, I helped establish scoring rules to calculate a single health score, updated almost in real time. This approach gave leadership a 360-degree perspective and the tools to act proactively, strengthening relationships and ensuring a top-notch 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
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.