1. The challenge
In 2017, the group had prepared a transformational strategy for the Irish business with ambitious growth targets to 2022.
2. How W5 helped Allianz develop a
A comprehensive discovery phase including one-to-one interviews, a company-wide CX maturity audit and deep dives into existing journeys and experiences allowed us to stress-test Allianz’s ambitions against the market and internal realities and diagnose the important issues.
In the second phase, we employed World Cafe, structured and collaborative workshops to elicit, challenge and capture the organisation's views of the desired future CX strategy. This led to a clearly defined roadmap to meet the brand’s strategic ambitions.
What Allianz said about the project
"W5 extensive experience in CX transformation strategy formulation and implementation was a key factor in the success of our customer centricity workplan. Their process of stakeholder engagement through all stages of the process was very effective and the customer centricity summit a real success in securing the Senior management team ‘buy in’ to the customer centricity agenda. The CX audit is a key deliverable allowing us to track progress over time "
Head of Customer Experience Insights and Analytics, Allianz
Clients we've helped