Designing a differentiated customer experience based on genuine listening

Objective: Diagnose the customer experience to improve telephone service

Client: Group VyV

The challenge

An insurance company wanted to understand how its B2B customers experienced the telephone service they received at the call centre, and how they could improve it from a more empathetic and strategic perspective, in line with their brand vision.

Our solution

After conducting a survey, we carried out 24 interviews with internal stakeholders and customers to identify expectations, critical moments and opportunities for improvement at the operational and experience levels.

Impact generated

Clear diagnosis of the experience perceived by customers on the telephone channel.
Specific adjustments to scripts, tone of interaction and key processes.
Redefinition of indicators to align measurement with actual experience.
Greater connection between operations, brand strategy and customer experience.

What made the difference

Deep listening that allowed real emotions and needs to be translated into tactical and strategic decisions, improving consistency between brand promise and lived experience.