Allianz centralizes its Voice of the Customer to turn it into moments of truth
As a general insurer, Allianz supports its individual customers with all their needs (everyday insurance, savings, protection, health), from enrollment to cancellation.
The context
As a general insurer, Allianz supports its individual customers with all their needs (everyday insurance, savings, protection, health), from enrollment to cancellation. Satisfaction is measured throughout the policyholder journey: surveys, 1 to 5-star ratings, and open-ended comments. But in a business where being present during moments of truth makes all the difference, quantitative data is no longer enough. The goal: to also leverage the richness of customer feedback at scale, in order to equip field teams and take action before friction occurs.
The challenge
Three objectives guided the approach: listen to customer sentiment in real time to respond proactively, before a pain point leads to cancellation; simplify decision-making by centralizing data that was previously scattered; and equip field teams with concrete insights drawn from real cases expressed by policyholders.
« Aujourd'hui, on est dans une période où les capacités d'analyse sont démultipliées par l'intelligence artificielle. Il nous apparaissait évident qu'il fallait aussi mettre à profit de nos clients cette force décuplée. »
The solution implemented
A 6-month POC co-developed by Allianz and Glanceable refined algorithms adapted to the realities of the insurance business, with fine-grained categorization of customer feedback and emotions. This data is then automatically cross-referenced with quantitative results (ratings, surveys) to provide a unified view of the policyholder journey.
Results achieved
Allianz now has a shared 360-degree view of customer feedback, available to the satisfaction team and to stakeholders across the company closest to policyholders. A holistic analysis, combining quantitative and qualitative data, capable of processing large volumes quickly thanks to AI-enhanced analytical capabilities.
The difference, in practice
