Qualtrics’ agile customer experience software has been empowering organisations to scale up experience transformation amidst the fast-evolving consumer preferences and behaviours.
In September 2020, homegrown life insurance company Singapore Life Pte Ltd (“Singlife”) and UK-based insurer Aviva plc entered a $3.2 billion merger transaction– the largest insurance deal in Singapore and one of the largest in the Southeast Asia– to create a leading financial services company in the city-state. Having a shared focus in delivering customer-centric initiatives, the newly combined business Aviva Singlife has brought together Avida Singapore’s excellence and industry experience and Singlife’s technology-focused capabilities.
Now a leading financial services firm in Southeast Asia, Aviva Singlife carries on with the company’s commitment to delivering enhanced customer experience alongside its more comprehensive portfolio of solutions. The insurer has tapped Qualtrics, the leader and creator of the Experience Management (XM) category, to support Aviva Singlife’s customer experience transformation journey leveraging the Qualtrics CustomerXM platform.
Sharing about the latest company technology investment, Lara Truelove, Aviva Singlife’s Head of Customer Experience, said:
“We are committed to providing our customers with a superior experience, based on innovation and trust. Qualtrics will help us achieve this, equipping us with intelligent capabilities to continually develop and deliver products, services, and support, aligned to our customers’ changing needs. Importantly, the rich insights will also help us remove the complexity and confusion often associated with insurance, empowering our customers to make confident decisions.”
Enhancing the Customer Journey with Qualtrics Customer Experience Software
Harnessing Qualtrics CustomerXM, Aviva Singlife intends to deliver premium financial services products and assistance tailor-fit to customer’s needs. Aside from standardising customer experience, the insurance company is also creating a modern, uninterrupted listening platform with the latest CX innovation.
According to Qualtrics research, a great customer experience directly affects the success of financial services and insurance companies. Specifically, the critical factors that help build brand loyalty and company trust are high-quality mobile app, website, and products as well as reliable customer service.
Mao Gen Foo, Head of Southeast Asia, Qualtrics, explained:
“Despite relatively high levels of satisfaction with financial service providers across Southeast Asia, Qualtrics research shows consumers are willing to switch for better experiences elsewhere. By standardising and taking full control of its customer experience with Qualtrics, Aviva Singlife will be able to get to know and service customers better at every touchpoint. This is a significant ability, helping the company create a world-class customer experience helping it attract and retain customers in the financial services industry.”
Under the Qualtrics partnership, Aviva Singlife will be able to:
- Make consistent, targeted improvements to the customer journey
- Utilise several different engagements and channels when engaging with its 1.5 million customers
- Resolve customer issues faster leveraging intelligent, automated workflows
- Take advantage of Qualtrics’ recently opened data centre in Singapore for in-depth analysis of customer and employee experience to further the company’s growth.
In addition, Aviva Singlife has also collaborated with Qualtrics Research Services for a large market research study to help the insurer to keep abreast of the evolving consumer and industry needs. The data gathered from the research has provided the entire organisation with actionable customer intelligence to enable them to make informed decisions when innovating products or giving advice and drive key organisational outcomes.
