AIG is a leading international insurance organization serving customers in more than 100 countries and jurisdictions. AIG companies serve commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer.
As part of their goal to institutionalize a focus on the end customer b AIG wanted to build a Voice of the Customer program that would identidy service improvement opportuntiiues and provide customer intelligence to support key projects.
In this case study, you'll learn how AIG were able to:
- Drive a reduction in costs and an ability to allocate funds based on customer feedback
- Improve business processes to drive customer satisfaction and retention
- Motivate employees around the customer experience.