Customer Experience

Retaining customers and driving effective customer experiences, is still proving challenging for insurers. Distinct is a leading provider of customer experience support to the insurance industry, and our approach delivers effective, profitable and sustainable customer relationships. Our approach to improving customer experience is the result of a combination of our analytics and research expertise with our market leading Lean Six Sigma skills.

We offer clients access the analytics expertise to truly understand current and potential customer value, and utilise the insights to identify and address gaps in the service delivered to customers. Distinct work with clients to articulate the customer experiences desired by their customers and reengineer processes and touchpoints to deliver these in a cost effective manner. 

Our approach will help you:

• Clearly map the customers’ journey
• Identify the parts of this journey which are priority touchpoints
• Clarify customers’ requirements at these touchpoints
• Assess how well are you performing
• Identify improvements required
• Implement improvement in a cost effective manner

• Measure improvement impact

Our customer experience approach delivers significant sustainable bottom line results in the form of increased customer value and reduced churn. Our team will provide you with clearly defined customer requirements and prioritised improvements which can be practically implemented. We design balanced scorecards, which will allow you to consistently measure your performance and inform your continuous experience improvement program. Our approach supports the journey towards becoming a customer led organisation, whilst delivering improved bottom line results.