Trailblazing insurers are creating worlds that revolve around customers. Worlds that are worth £65.36m.

Creating more valuable connections with customers

Senior sales leaders are using insights from across the business to accurately promote more personalised products that reflect customer life events. In return, they can share information about prospects’ current circumstances and preferences.

The combined impact of this approach is £65.36m across the business as a whole, with sales contributing £25.32m.

Innovative sales leaders are...

Improving access to sales information – in the office and remotely

Enables flexible working

Automating workflows

Boosts agent productivity

Driving smarter prospect profiling and opportunity management

Closes more deals

Together, sales and service leaders are…

Putting a greater focus on cross-sell and upsell opportunities based on life events

Improves customer retention and repeat purchases

Together, sales and marketing leaders are…

Enabling a smarter use of data to inform content

Drives increased cross-sell and upsell opportunities

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with customers

Senior service leaders are using insights from across the business to automate administrative tasks – whilst offering a compliant, personalised omnichannel service. In return, they can share customer feedback with sales and marketing.

The combined impact of this approach is £65.36m across the business as a whole, with service contributing £17.94m.

Innovative service leaders are...

Directing traffic to lower-cost channels, without impacting service quality

Reduces headcount and costs

Improving access to customer and case information

Reduces case resolution times and increases agent productivity

Together, sales and service leaders are…

Putting a greater focus on cross-sell and upsell opportunities based on life events

Improves customer retention and repeat purchases

Together, marketing and service leaders are…

Increasing the use and improving the functionality of lower-cost channels

Reduces overall costs

Improving the after-sales experience

Ensures customers are informed to reduce queries and complaints

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with customers

Senior marketing leaders are creating more personalised journeys based on individual risk profiles and customer life events. In return, they can share insights from social and digital channels with sales and customer service.

The combined impact of this approach is £65.36m across the business as a whole, with marketing contributing £22.10m.

Innovative marketing leaders are...

Creating a unified experience across web, social, mobile and email channels

Increases traffic and conversion rates

Enabling real-time segmentation of your customer data

Re-engages inactive customers

Consolidating channels

Reduces overall number of platforms

Together, marketing and service leaders are…

Increasing the use and improving the functionality of lower-cost channels

Reduces overall costs

Improving the after-sales experience

Customers are informed to reduce queries and complaints

Together, sales and marketing leaders are…

Using data in a smarter way to inform content

Drives increased cross-sell and upsell opportunities

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with customers

Senior IT leaders are improving the running of key lines of business through a single suite of easy-to-use, integrated, cloud-based systems – systems that boost employee productivity, increasing revenue, reducing costs and ultimately, enhancing the customer experience. In return, they will spend less time maintaining complex infrastructures and sprawling systems, freeing up resource to focus on other priorities.

The combined impact of this approach is £65.36m across the business as a whole.

Innovative sales leaders are...

Improving access to sales information – in the office and remotely

Enables flexible working

Automating workflows

Boosts agent productivity

Driving smarter prospect profiling and opportunity management

Closes more deals

Innovative service leaders are…

Directing traffic to lower-cost channels, without impacting service quality

Reduces headcount and costs

Improving access to customer and case information

Reduces case resolution times and increases agent productivity

Innovative marketing leaders are…

Creating a unified experience across web, social, mobile and email channels

Increases traffic and conversion rates

Enabling real-time segmentation of your customer data

Re-engages inactive customers

Consolidating channels

Reduces overall number of platforms

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads

Creating more valuable connections with customers

Connecting data and teams across your key lines of business will ensure that every customer transaction is proactive, timely and relevant. It will increase revenue, boost productivity, reduce costs, improve market share and ultimately, result in happier customers.

It also has a more tangible impact of £65.36m across the business as a whole.

Innovative sales leaders are...

Improving access to sales information – in the office and remotely

Enables flexible working

Automating workflows

Boosts agent productivity

Driving smarter prospect profiling and opportunity management

Closes more deals

Innovative service leaders are…

Directing traffic to lower-cost channels, without impacting service quality

Reduces headcount and costs

Improving access to customer and case information

Reduces case resolution times and increases agent productivity

Innovative marketing leaders are…

Creating a unified experience across web, social, mobile and email channels

Increases traffic and conversion rates

Enabling real-time segmentation of your customer data

Re-engages inactive customers

Consolidating channels

Reduces overall number of platforms

Together, sales, marketing and service leaders are…

Creating proactive cross-channel customer journeys

Reduces duplication of effort, enables 1:1 interactions and drives more leads