Allianz Global Assistance USA has been named a winner in the sixth annual Customer Experience Excellence Awards.
The annual awards program, managed by Temkin Group, recognizes companies that are being innovative in their efforts to become more customer-centric.
Allianz Global Assistance was recognized for its innovative program to map and review its customers’ journey with an eye toward improving processes that impact customers.
Allianz uses sophisticated tools to measure and track customer experience. Among those tools is a continuous Voice of Customer (VoC) program that provides real-time research and actionable insights on customer pain points, preferences and market opportunities.
In order to better understand its customers’ preferences, Allianz surveys more than 20,000 customers each week and obtains survey insights using Qualtrics, a leading software program used to measure customer satisfaction. The company also monitors phone interactions with customers through a speech analytics tool from Verint and uses the results to train frontline associates to deliver outstanding customer service.
“We’re thrilled to be recognized by Temkin Group in the sixth annual Customer Experience Excellence Awards,” said Joe Mason, Chief Marketing Officer at Allianz Global Assistance USA. “We have dedicated significant resources to our Voice of Customer program and are pleased that the investment has led to the creation of an industry-leading experience for our valued customers.”
“Allianz’s customer experience efforts stood out amongst a strong group of nominees vying for this year’s Temkin Customer Experience Excellence Awards,” said Bruce Temkin, CCXP, CX Transformist & Managing Partner at Temkin Group. “The company is doing a great job combining data from customer service call monitoring, customer satisfaction surveys, and social media platforms to identify actionable insights about customer preferences and problems.”
The Temkin Group are a leading market research, consulting, and training firm that helps organizations accelerate customer experience transformation.
More information about the winners and the CxE Awards can be found on the Customer Experience Matters blog.