Aviva Singlife Selects Qualtrics to Deliver Superior Experiences Aligned to Customers' Evolving Needs
Leading financial services provider works with Qualtrics to improve capabilities and insights for better customer experience.
Qualtrics has announced that Aviva Singlife, a leading financial services company in Southeast Asia, has selected Qualtrics CustomerXMTM to help deliver premium financial services support and products aligned to customers’ changing needs.
Using Qualtrics, Aviva Singlife will standardise its customer experience and create a new, continuous listening platform. This will allow the financial services provider to make regular, targeted and meaningful improvements to the customer journey, and interact with its 1.5 million customers at key moments across a number of different engagements and channels – such as when buying insurance products or making a claim.
The new capabilities enabled by Qualtrics will help Aviva Singlife to rapidly resolve issues and close the loop with every customer. Intelligent, automated workflows will immediately alert the customer service team of engagements requiring their attention. Following the recent opening of a Qualtrics data centre in Singapore, Qualtrics is also better able to conduct deeper analysis to help guide Aviva Singlife’s growth.
To further strengthen the propositions being brought to market, the financial services company partnered with Qualtrics Research Services to conduct a large market research study into changing consumer needs and expectations in the industry. Feedback from the study has been made available throughout the organisation, equipping every department with valuable insights to guide and inform future decisions – from product innovation through to the type of advice provided.
“We are committed to providing our customers with a superior experience, based on innovation and trust. Qualtrics will help us achieve this, equipping us with intelligent capabilities to continually develop and deliver products, services, and support, aligned to our customers’ changing needs. Importantly, the rich insights will also help us remove the complexity and confusion often associated with insurance, empowering our customers to make confident decisions.” Said Lara Truelove, Head of Customer Experience, Aviva Singlife.
“Despite relatively high levels of satisfaction with financial service providers across Southeast Asia, Qualtrics research shows consumers are willing to switch for better experiences elsewhere. By standardising and taking full control of its customer experience with Qualtrics, Aviva Singlife will be able to get to know and service customers better at every touchpoint. This is a significant ability, helping the company create a world-class customer experience helping it attract and retain customers in the financial services industry,” said Mao Gen Foo, Head of Southeast Asia, Qualtrics.
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