inQuba has announced that its portfolio of insurance and financial services clients is expanding with the addition of US-based National Interstate Insurance Company.
National Interstate is set to launch its personalised CX initiative with event driven Voice of the Customer (VoC) survey capability, analytics and case management, designed specifically for the forward-thinking insurance carrier seeking to deliver an optimal policyholder experience.
“We chose inQuba because we want to deliver on our brand promise, and at National Interstate that means creating an insurance experience that’s built around the customer,” says Terri Johnson, National Interstate’s vic-president of claims quality assurance. “The Voice of the Customer capabilities will help us raise our already first in class value added services to exciting new levels for our customers.”
The inQuba solutions offer an exceptional opportunity for National Interstate to identify opportunities and evaluate its own strengths and weaknesses, while improving responsiveness to insurance clients, Johnson says. The company is just the latest to invest in the inQuba philosophy that managing CX in the new marketplace requires orchestration of the entire customer journey and not its discrete elements.
“The new ability to dynamically listen to the customer across all channels, learn about your customer perceived performance, share that information with operational stakeholders across the company and engage the customer based on their feedback, is an exciting new development in the customer software domain. While fresh and evolving, the underlying principles that support our CX approach are timeless,” says Paul Cole, president of inQuba North America.
“We’ve never believed that the data alone are meaningful. When companies invest in data, that data exists to serve clients and attract new customers in ways that differentiate a firm from competitors by making a better customer connection. That’s where National Interstate sees its growth.”
Cole says that inQuba seeks to bridge the gaps in those connections that the insurance industry, in particular, must navigate. That’s also true of the financial services and telecom providers who choose inQuba’s SaaS, subscription based platform, to orchestrate a better experience that yields greater customer retention and loyalty.
“We advocate a context-based approach to customer experience, based on unified vision for the firms that provide that experience,” Cole says. “We’re pleased to support National Interstate in achieving that CX goal.”