Sydney – August 16, 2017 – With the value and affordability of health insurance under the spotlight, the importance of insurers listening to and acting on customer feedback cannot be underestimated. In order to advance its Voice of the Customer focus, leading health insurer nib health funds (nib) has selected MaritzCX to power its Customer Experience (CX) management across Australia and New Zealand. Adam Novak, nib’s Head of Customer Experience, said: “Being able to understand and respond to our customers at speed is a game changer. Having a slow, no or a bad response can disenfranchise customers and lead to the loss of business overnight. Working with MaritzCX will provide us with better access to data to draw insights that infinitely improve our customer experience.”
Adam Novak, nib’s Head of Customer Experience, said: “Being able to understand and respond to our customers at speed is a game changer. Having a slow, no or a bad response can disenfranchise customers and lead to the loss of business overnight. Working with MaritzCX will provide us with better access to data to draw insights that infinitely improve our customer experience.”
MaritzCX will help the business better service its more than one million customers across five insurance business segments and was chosen by nib following an extensive review. The insurance provider initially required an agile and scalable platform to gather further insights from customers and speed up the ability to act on these insights. The MartizCX platform met this criterion with the abilty to seamlessly integrate with nib’s existing measurement systems. The partnership also gives the business access to expert research resources, activation and measurement of Net Promoter Score (NPS), Quality Assurance metrics and soft skills across the enterprise.
“Setting up a CX program that delivers results requires more than simply finding and implementing a technology platform. MaritzCX proved in every way to be the ideal partner for us,” said Novak. “The team took the time to understand our business. They seamlessly fit into our culture and their previous experience, technology and research expertise are unmatched.”
Anticipated results from the expanded CX program include faster response time to customer inquiries, improved operations among departments, more timely and accurate reporting, closing the loop and measuring the business impact of recovery campaigns focused on customer retention and growth.
David Blakers, Managing Director of MaritzCX APAC, said: “The team at nib was already running a sophisticated customer experience management program however, they were unable to garner actionable insights efficiently. They were also challenged when it came to scaling the program across different teams, lines of business and regions. We are delighted to help refine, automate and scale a program that will enable the business to more effectively put the customer at the heart of everything nib does.”
nib’s MaritzCX-powered CX program launches this month.
MaritzCX® is known for providing leading CX management technology and expert services that power many of Australia and New Zealand’s leading brand’s voice of customer and voice of employee programs. MaritzCX software and services help organisations see, sense and act on the experiences and desires of every customer to increase lifetime value. With an unmatched combination of CX management software, research capabilities, vertical market expertise and managed program services, MaritzCX ingrains CX intelligence and action systems into the DNA of business operations. For more information about MaritzCX, visit www.maritzcx.com/au