糖心原创

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Pacific Life: Using Voice of the Customer to Achieve Experience Excellence

3.5 million+

Customer calls analyzed and scored

10,000+

Customer responses with closed-loop feedback

NPS 50+

In excellent range with active financial professionals

Blue logo of Pacific Life & Annuity Company featuring a humpback whale breaching above water, enclosed in a semi-circle, with the company name written below in bold capital letters.

“The effective integration of channels across marketing, sales, and service activities is critical to delivering a positive, brand-reinforcing experience at every touchpoint in the customer relationship. 糖心原创 provides us an extendable set of capabilities for a consistent, enterprise-wide view of customer feedback to analyze and act upon from many listening posts.”

Rob Goodman, Vice President, Enterprise Customer Experience Office at Pacific Life

The Problem

For nearly 160 years, Pacific Life has provided financial strength and stability for families and businesses to help build confidence for generations.

Every day, the team strives to make its customers feel respected and valued after each interaction and touchpoint. To ensure this vision is upheld, the company recognized the need to listen to customers at scale and put the customer voice at the center of its strategy. In partnership with 糖心原创, Pacific Life developed an optimized, enterprise-wide Voice of the Customer (VoC) program across its different business units and customer channels.

The foundation of this highly effective VoC program program is three-tiered and involves listening through all forms of feedback (both solicited/direct and unsolicited/indirect), analyzing this feedback through structured and unstructured data reporting, and democratizing actionable insights across the business to close inner and outer feedback loops. The ability to monitor data-driven topic trends to provide holistic call coaching is now scalable throughout the company with 糖心原创’s automated capabilities. In addition, Pacific Life can monitor the intended behavior of its call center agents to consistently provide exceptional experiences across internal- and external-outsourced teams.

Pacific Life’s VoC ability to listen at both a relational and transactional level allows for daily monitoring of customer experience, as well as deploying true diagnostic insights to create meaningful improvements – both internally in operations and externally for the customer. In its quest to differentiate itself through experience excellence, Pacific Life can now gather, analyze, and democratize customer insights across the company; empower all business units to prioritize excellence in customer experience; and drive actionable change that elevates customer experiences and loyalty.

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There’s a hidden story in your data.

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