Customer Experience Program

A brief summary of the work is provided below. More detail is available upon request.

Introduction

IMT Insurance wanted to develop a customer experience (CX) program.

Approach

The fist step was to draft 3-year plan for the CX program. The plan describes the next three years of the program in terms of vision, purpose, priciples, strategies, phases of growth, goals, and objectives. Focusing on the phases of development, the phases include the development phase (1 year), the impliementation phase (1 year), and the growth phase (1 year). The develpment phase is focused on assembling a cross-functional team, selecting tools, allocating resources, and communicating accrsoss the company. The implimentation phase is focused on implimenting tools that help us measure and track some key customer journeys. The growth phase is focused on broadening our measurement and tracking practices accross multiple journeys and touchpoints.

Deliverables

We are currently enacting the first phase of this program, the development phase. In this phase, we drafted the plan, assembled a team, and started working to accomplish the goals for this phase set out in the plan. Regular deliverables and status updates are provided to the senior leadership, and their responses have been positive.