Customer Experience – putting clients at the centre in law firm

The Challenge

A leading Law & Legal expense Insurer were tasked by the regulator to evidence a 'demonstrable improvement' in consumer awareness throughout their end-2-end Customer experience.

What we did

Assessed the immediate landscape, quickly built key business relationships and got to work scoping and mobilising the programme. Formed core CeX principals, identified all key customer touchpoints, introduced metrics to measure progress.

Worked particularly close with marketing, compliance, IT and customer operations to re-Launch customer facing materials, portal and quality of service. Provided updates direct to C-suite, feed in to quarterly regulatory updates and worked closely with a top 4 consultancy also present in a wider business transformation.

The outcome

Success was achieved after positive results in the metrics over a tracked period following multiple programme initiative launching.
Consumer awareness and NPS results at the highest level in 3 years.
Regulator confirmation of significant progress which was the trigger to transition everything to BAU.