about allianz
Operating in the Republic and Northern Ireland for many years, Allianz is one of Ireland’s largest multi-line general insurance companies with an annual turnover of over €450m. Allianz Group in Ireland employs over 1,450 people and is trusted by close to a million customers as their business or personal insurer.
1. The challenge
In 2017, the group had prepared a transformational strategy for the Irish business with ambitious growth targets to 2022.
The customer was at the centre of the strategy, but to realise these ambitions Allianz needed to ensure that the brand promises being made would be translated to actual customer experience, consistently.
2. How W5 helped Allianz develop a
customer-centric strategy
We designed and mobilised a two-step programme to guide decision-making and actions.
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.
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.
3. Results
Allianz was able to collectively “Stop and Think” about what was needed to drive the CX agenda forward in a way that was meaningful, realistic and practical. The insurer has gone from strength to strength with its customer-centric strategy, progressing a CX roadmap that generates cumulative, measurable and incremental value.
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 "
Terri McCarthy
Head of Customer Experience Insights and Analytics, Allianz
RELATED INSIGHTS
Visit our resources hub
Access now
OUR SOLUTIONS
Want to discuss a customer experience project?
Clients we've helped
We helped AIB Merchant Services to significantly reduce churn by rolling out our award-winning customer-centricity programme.
Read their story
We worked alongside Allianz supporting the development of a road map to customer centricity.
Read their story
We've worked with Gas Networks Ireland since 2007 measuring their performance and providing the insight that led them to deliver an award-winning service.
Read their story
The W5 team coached and trained ESB Networks in CX strategy and implementation to help them overcome key challenges and identify opportunities to improve experiences.
Read their story
Our customer journey mapping for Dublin Bus put its customers at the centre of operations and helped to breed a unified customer-first culture.
Read their story
By focusing on the voice of the customer, we enabled Jameson Whiskey to understand the impact of its visitor experience and boost NPS.
Read their story
We designed and built a VoC programme to help Irish Water better understand customer behaviours and carry out continuous CX improvement initiatives.
Read their story
Our CX strategy design and customer feedback programme helped eir to improve NPS, reduce churn rate and boost customer acquisition.
Read their story
By mining data to unveil deep customer insights, we helped Norwegian to address key customer issues, leading to the airline winning a Best Customer Service award.
Read their story
Start the conversation
Get in touch with the W5 team about customer experience management or chat with us online.