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Boosting CX and connecting actions to business values for a.s.r.


a.s.r., offers insurance policies that meet the needs of each individual. That is why it is extremely important for a.s.r. to know what customers find important, in which areas they can improve their customer happiness and what the impact is of those improvements. A.s.r. partnered with Underlined to get a better grip on CX.

The Insights Framework gives a.s.r. the opportunity to connect all customer interaction data from various sources to the lifecycle, placing data in the context of the journey. Underlined has delivered a framework with insights, giving in-depth knowledge about every touchpoint in the customer journey. In this way, omnichannel insight into customer contact and appreciation across the entire customer lifecycle is provided.

As a result, management can monitor and control their KPIs effectively and implement the most attractive improvements. Continuously developing and delivering value for its customers across multiple contact channels, better optimizing investments in CX and prioritizing effectively and at the same time working on business impact.

“Underlined helped us to determine the actions for improvement in a fact-based way and to set priorities.”

Mariska de Wit – Senior Customer Experience Manager and Strategic Marketeer at a.s.r.

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