A Cohesive Framework for CX Reduces Cost to Serve

This insurance leader had an ambitious goal of reducing the cost to serve its current customer base by one-third. That alone was a significant cost savings goal, but the client wanted to achieve it without negatively impacting the customer experience. Even in an industry built around risk avoidance—not to mention one where customers were already having a bad day—this was a big ask. 

The client had done all the right things to pursue that goal. It had followed the advice of its current partner and made major investments in technology, but found that those technologies operated in silos, which hadn’t allowed the client to realize the benefits it had hoped for. The pieces seemed to be there, but they weren’t being put together in a way that met the goal. 

It was time to step into the customer’s shoes and start shopping around for a new plan. The client came up with its itemized lists of needs, requirements, goals, and preferences—and, in doing so, realized there were more missing pieces than it anticipated. The client elected to put out a request for proposal (RFP) for a partner to manage its service work, one that included a dedicated transformation workstream to put the pieces together. 

After evaluating the RFPs, meeting with the potential partners, and weighing the costs against the benefits, the selection process came down to two finalists. When it was time to go all-in on committing to a new plan, Concentrix was selected to lead that transformation, edging out the technology incumbent.