Health insurance provider nib has chosen software from US based MaritzCX for customer experience management across New Zealand and Australia.
MaritzCX said its software had been chosen following an extensive review and would help nib better service its more than one million customers across five insurance business segments.
It said anticipated results from the expanded CX program included 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.
“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,” MaritzCX said. “The MaritzCX platform met this criterion with the ability to seamlessly integrate with nib’s existing measurement systems.”
MaritzCX said nib would also gain access to expert research resources, activation and measurement of net promoter score (NPS), quality assurance metrics and soft skills across the enterprise.
David Blakers, managing director of MaritzCX APAC, said nib was already running a sophisticated customer experience management program, but was 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.”
MaritzCX ranked 12th globally
MaritzCX announced yesterday 15 August, that it had earned the highest rank for a customer experience (CX) technology and research firm from the American Marketing Association (AMA) in its annual Top 50 Research Firms Gold Report, up two spots from its position in 2016.
MaritzCX is a subsidiary of 123 year old Maritz, a global provider of market research, behaviour science, and employee and customer loyalty services.