Möbius adds significant value to our organisation, reacts quickly and shares best-practices that can be translated into practice right away.
Understanding customer needs and expectations at key moments throughout the customer journey becomes key to shape the right experiences. Möbius supports AG Insurance with identifying these key moments and defining the right key metrics to continuously monitor the customer experience.
We set-up smart “experience dashboards” that combine customer experience metrics, operational indicators and employee engagement metrics. As we believe frontline AG employees which are in direct contact with customers have a good view on improvement opportunities.
Clear CX priorities per customer journey
CX monitoring system per customer journey
CX process for continuous improvement of service delivery
The dashboard designs per key customer journey were translated into fully operational control panels. These allow operational teams to understand customer behaviour of renewed digitised processes from day one and react with agility within hours instead of days or months to further improve Customer Experience.