MaritzCX is set to help nib launch a multi-brand, multi-country customer experience program
Health insurer nib has selected MaritzCX to power its customer experience management across Australia and New Zealand. MaritzCX will help manage more than one million customers across five insurance business segments.
“Being able to understand and respond to our customers at speed is a game changer,” nib customer service head Adam Novak said. “Having a slow, no or a bad response can disenfranchise customers and lead to the loss of business overnight. Working with MaritzCX will provide us with better access to data to draw insights that infinitely improve our customer experience.”
According to nib, the partnership will also provide its business the access to expert research resources, activation and measurement of net promoter score (NPS), quality assurance metrics and soft skills across the enterprise.
“Setting up a CX program that delivers results requires more than simply finding and implementing a technology platform. MaritzCX proved in every way to be the ideal partner for us,” Novak said.
“The team took the time to understand our business. They seamlessly fit into our culture and their previous experience, technology and research expertise are unmatched.”
With the partnership, nib expects improved company services including faster response time to customer inquiries, improved operations among departments, more timely and accurate reporting, closing the loop and measuring the business impact of recovery campaigns focused on customer retention and growth.
“We are delighted to help refine, automate and scale a program that will enable the business to more effectively put the customer at the heart of everything nib does,” MaritzCX managing director David Blakers said.
MaritzCX is a CX management technology and services provider that has powered many of Australia and New Zealand’s brand’s voice of customer and voice of employee programs.
“Being able to understand and respond to our customers at speed is a game changer,” nib customer service head Adam Novak said. “Having a slow, no or a bad response can disenfranchise customers and lead to the loss of business overnight. Working with MaritzCX will provide us with better access to data to draw insights that infinitely improve our customer experience.”
According to nib, the partnership will also provide its business the access to expert research resources, activation and measurement of net promoter score (NPS), quality assurance metrics and soft skills across the enterprise.
“Setting up a CX program that delivers results requires more than simply finding and implementing a technology platform. MaritzCX proved in every way to be the ideal partner for us,” Novak said.
“The team took the time to understand our business. They seamlessly fit into our culture and their previous experience, technology and research expertise are unmatched.”
With the partnership, nib expects improved company services including faster response time to customer inquiries, improved operations among departments, more timely and accurate reporting, closing the loop and measuring the business impact of recovery campaigns focused on customer retention and growth.
“We are delighted to help refine, automate and scale a program that will enable the business to more effectively put the customer at the heart of everything nib does,” MaritzCX managing director David Blakers said.
MaritzCX is a CX management technology and services provider that has powered many of Australia and New Zealand’s brand’s voice of customer and voice of employee programs.
