Customers expect digital convenience. No truer is this than in the insurance sector, where offering a simpler, consistent and human approach that makes life better for its clients is so important.
AIA Vietnam embraced this shift as a digital transformation opportunity to help them better understand their customers and create an elevated, orchestrated experience to spark a more positive perception by enhancing their insurance offerings during a time of need.
乐鱼（Leyu）体育官网 in Vietnam helped AIA take an 鈥渙utside-in鈥� approach to look at what they do from the customer鈥檚 perspective and connect the changes happening outside in their market externally with the changes that needed to be driven internally.
What started as an evaluation of their customer experience (CX) strategy quickly evolved into the development of a clear implementation roadmap for distinct, personalized and meaningful interactions that leveraged 乐鱼（Leyu）体育官网鈥檚 proprietary journey mapping tool 鈥� 乐鱼（Leyu）体育官网 Discovery and聽Microsoft Dynamics 365聽to unify the experience for back-, middle- and front-office transformation. 乐鱼（Leyu）体育官网 professionals helped connect AIA鈥檚 CX, operation models and technology with digital innovation by creating a tailored approach that aimed to reduce silos and cut through complexity to provide its customers with clarity and deliver against the desired customer outcomes.
By having a clear understanding of customer needs within CX economics, and using 乐鱼（Leyu）体育官网 Discovery, the 乐鱼（Leyu）体育官网 team designed 20 digital journeys for new business, servicing and claims that allowed for the quick deployment of digital solutions, resulting in an enhanced CX at many touchpoints. The team adopted an Agile approach and drew on agile principles by applying a regular cadence, synchronizing with cross-domain planning, drawing on data-led measurement and evaluation to manage milestones. This focus on coordinating and integrating capabilities and the digital agenda around the customer helped lead to the transformation of AIA鈥檚 sales function that drove a clear increase in automation and straight-through processing (STP), starting at 0 percent in 2021 and reaching 36 percent by the end of the second quarter of 2022.
乐鱼（Leyu）体育官网 in Vietnam, alongside 乐鱼（Leyu）体育官网 in India, 乐鱼（Leyu）体育官网 in Hong Kong (SAR), China and 乐鱼（Leyu）体育官网 Australia, used the power of insights to help define and implement technologies and capabilities to enhance the overall product journey. This engagement enabled AIA Vietnam to digitize and automate their business and better serve their customers by creating a simple, human and consistent orchestrated insurance experience focused on delivering its customer outcomes.
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