RICHMOND, VA, DECEMBER 8, 2017 — Allianz Global Assistance USA, a leading provider of travel insurance and assistance, has been named a winner in the sixth annual Customer Experience Excellence Awards. The annual awards program is managed by Temkin Group, a leading market research, consulting, and training firm that helps organizations accelerate customer experience transformation. The award recognizes companies that are being innovative in their efforts to become more customer-centric.
Allianz Global Assistance was recognized for its innovative program to map and review its customers’ journey with an eye toward improving processes that impact customers. Allianz uses sophisticated tools to measure and track customer experience. Among those tools is a continuous Voice of Customer (VoC) program that provides real-time research and actionable insights on customer pain points, preferences and market opportunities.
In order to better understand its customers’ preferences, Allianz surveys more than 20,000 customers each week and obtains survey insights using Qualtrics, a leading software program used to measure customer satisfaction. The company also monitors phone interactions with customers through a speech analytics tool from Verint and uses the results to train frontline associates to deliver outstanding customer service.
“We’re thrilled to be recognized by Temkin Group in the sixth annual Customer Experience Excellence Awards,” said Joe Mason, Chief Marketing Officer at Allianz Global Assistance USA. “We have dedicated significant resources to our Voice of Customer program and are pleased that the investment has led to the creation of an industry-leading experience for our valued customers.”
“Allianz's customer experience efforts stood out amongst a strong group of nominees vying for this year's Temkin Customer Experience Excellence Awards,” said Bruce Temkin, CCXP,CX Transformist & Managing Partner at Temkin Group. “The company is doing a great job combining data from customer service call monitoring, customer satisfaction surveys, and social media platforms to identify actionable insights about customer preferences and problems.”
The CxE Awards were judged by noted customer experience experts: Ginger Conlon (chief editor of MKTGinsight), Shep Hyken (Author and Chief Amazement Officer of Shepard Presentations), Ingrid Lindberg (CXO and Founder of Chief Customer), Aimee Lucas (CX Transformist of Temkin Group), and Bruce Temkin (CX Transformist of Temkin Group). Organizations were evaluated based on three criteria: 1) customer experience transformation efforts, 2) business and customer results, and 3) sustainability.
For more information about the winners and the CxE Awards, visit the Customer Experience Matters® blog, at ExperienceMatters.wordpress.com.
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About Temkin Group: Temkin Group is a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading best practices for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075.
Allianz Global Assistance USA
Allianz Global Assistance USA (AGA Service Company) is a leading consumer specialty insurance and assistance company. We provide insurance to 25 million customers annually and are best known for our Allianz Travel Insurance plans. In addition to travel insurance, Allianz Global Assistance USA offers tuition insurance, event ticket protection, registration protection for endurance events and unique travel assistance services such as international medical assistance and concierge services. The company also serves as an outsource provider for in-bound call center services and claims administration for credit card companies.
Terms, conditions, and exclusions apply to all plans. Plans are available only to U.S. residents. Not all plans are available in all jurisdictions. For a complete description of the coverage and benefit limits offered under your plan, carefully review your plan’s Letter of Confirmation/Declarations and Certificate of Insurance/Policy. Insurance coverage is underwritten by BCS Insurance Company (OH, Administrative Office: Oakbrook Terrace, IL), rated "A-" (Excellent) by A.M. Best Co., under BCS Form No. 52.201 series or 52.401 series, or Jefferson Insurance Company (NY, Administrative Office: Richmond, VA), rated "A+" (Superior) by A.M. Best Co., under Jefferson Form No. 101-C series or 101-P series, or Nationwide Mutual Insurance Company and Affiliated Companies (One Nationwide Plaza, Columbus, OH 43215-2200), under Form Nos. SRTC 2000 and NSHTC 2500, each rated “A+” (Superior) by A.M. Best Co., depending on state of residence. Allianz Global Assistance and Allianz Travel Insurance are brands of AGA Service Company. AGA Service Company is the licensed producer and administrator of these plans and an affiliate of Jefferson Insurance Company. The insured shall not receive any special benefit or advantage due to the affiliation between AGA Service Company and Jefferson Insurance Company. Non-insurance benefits/products are provided and serviced by AGA Service Company.
“Customer Experience Matters”is a registered service mark of Temkin Group LLC, “Qualtrics” is a registered trademark of Qualtrics Labs, Inc., and “Verint” is a registered trademark of Verint Systems, Inc., and all are Non-Sponsors. “Allianz Travel Insurance” and “Allianz Global Assistance” are marks of AGA Service Company and/or Allianz Worldwide Partners. Marks not owned by AGA Service Company/Allianz Worldwide Partners are used without permission. Non-Sponsors do not sponsor or endorse AGA Service Company/Allianz Worldwide Partners or this advertisement, and AGA Service Company/Allianz Worldwide Partners does not sponsor or endorse any of the Non-Sponsors.