Confirmit CX Expert Series: Seth Hall - Philadelphia Insurance


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Confirmit Team

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Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


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Customer Testimonial Video Philadelphia Insurance | Customer Experience | Confirmit

Philadelphia Insurance Companies (PHLY) partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. PHLY has run its VoC activities with Confirmit since 2011. The program now spans six post-transaction surveys, a pop-up website survey, and an annual relationship survey. Overall, PHLY sought feedback from close to 300,000 people in 2017. This broad view already drove action across the business, but the CX team wasn’t stopping there. Their next challenge was to remove silos and continue driving initiatives at all levels.

PHLY’s VoC program takes a focused approach to gathering customer feedback. PHLY uses feedback to identify areas for process and service improvements and build relationships with customers. It also provides positive feedback to reward and recognize employees doing a great job.

In this video, Seth Hall, SVP Customer Service at Philadelphia Insurance, talks about the highlights of the Voice of the Customer program at PHLY. He also discusses the key advice for companies getting started with a Customer Experience program, and his experience of working with Confirmit over many years.

“As a result of our VoC program, now before we do anything, we think about how it's going to impact our customer. That's a massive shift in the culture of the organization, and it’s a welcome change that's driven tremendous positive results.”

 


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