The Versicherungskammer Bayern (VKB) is one of Germany’s ten largest direct insurers and the country’s largest public insurer. The VKB’s fundamental aim is that of a thoroughly customer-centric organisation. To stay out front as an industry pioneer, the VKB anchored raising customer satisfaction as one of the company’s primary objectives.
“The goal behind the transformation plans is to get more closely aligned with the customer and understand the entire customer journey from the customer’s perspective, feeling what they feel and thinking what they think. Only then are we able to implement the improvements necessary to better meet our customers’ requirements.” -Holger Dahl, Marketing Strategy Director, VKB