Customer experience as a competitive advantage in the insurance market

Case Study LV 1871: Database-related Customer Journey Mapping

Case Study LV1871 (EN)

In this case study, you’ll find valuable best practices for CX management with customer journey mapping software. You will also learn how the Munich-based life insurance company LV 1871 integrates customer experience as a central topic into its corporate strategy.

For this purpose, the company has an internal CX organization, the CXM Champions, which uses cxomni to visualize and analyze all customer journeys and customer actions. In addition to journey mapping, the team works with quantitative surveys. They provide insights into customer expectations and requirements. Thanks to the cxomni software, LV 1871 maps complex sub-journeys with customer emotions, responsible departments and user feedback in a multi-dimensional and database-based manner.

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