Dec 20, 2018

Allianz Global Assistance Wins Customer Experience Excellence Award


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

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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.

To learn more about Allianz Travel Insurance, please visit or Like us on Facebook at

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