OUR
APPROACH

Chubb’s frontline faces challenges in
customer interactions, digital tools, visibility
and a holistic understanding of customers.

Interviews & Workshops

To understand and uncover the areas of opportunities for the buying, servicing and repurchase customer journey, the team conducted a series of stakeholder interviews and agent, telemarketing and call center workshops across 3 regions – Hong Kong, Thailand and Indonesia to understand the process journey, tools, touch points and pain areas from their standpoint in engaging with customers along the journey

Playback and Co-Creation Session

• A playback of the synthesis of the research conducted will help bring in outside-in inspiration of what good looks like to inspire Chubb’s teams on what good looks like.

• An open and collaborative session has been scheduled in Bangkok (8-Sep) and Hong Kong (12-Sep) with our core teams, Accenture SME’s and stakeholders to ideate on the identified areas of opportunities in the discovery phase.

  
  

  

North Star Definition and To be Journey Maps

• Define Chubb’s NorthStar experience as a hybrid insurer that interlocks telemarketing with agents, general insurance and life, with intended To-Be Journeys

• Highlight areas of improvement identified through the assessment process, along with resulting outcomes.

FINDING

Validated the current journey across
three distribution channels
to understand the present state

To-be journey

Actionable insights based on NorthStar customer-centric vision to help Chubb improve digital capabilities and optimize the customer buying journey, and bring forward for detailed technical feasibility and enablement study in the next phase