![]() ![]() One such case is Jelf, whom we helped kick-off a several-year digital transformation journey by getting to know not just their customers better, but their own staff, too. In other cases, they already have that knowledge in their firm it just isn’t being utilized well enough. We sometimes find our clients require qualitative research from us in order to really understand the “whys” of customer behavior. Before a company can make any meaningful decisions on what future services will be like, they first need to understand what people need and how well they’re being served today. These can be huge undertakings for large organizations, and it’s exciting for us to be able to help them shake things up!įirst and foremost, we help clients get to know their own customers better and learn what matters to them. The insurance industry is starting to pick up design methods, and companies are seeking to undergo digital transformation projects or learn how to nurture an internal culture that allows for innovation and change. We’re asked to help organizations make better digital experiences, experiment with new service models and establish more regular, meaningful contact with customers that they can learn from. Change is coming, however, driven by challenger startups and rising customer expectations. It’s common for us to see different customer service departments working in silos and legacy systems severely hampering what can be offered by way of insurance products. The insurance firms we work with have often been operating in the same way for years, and they know there’s ahuge opportunity for them in innovation. Matt Corrall, Design Director at Pancentric Digital, explains how new approaches can transform a conservative industry.
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