Selective’s ongoing 4 year+ partnership with CX Pilots has resulted in a revitalized CX strategy that improved customer retention, enhanced agent relationships, and drove more effective internal alignment. By streamlining processes and prioritizing customer-centric improvements, Selective saw a renewed focus on CX as a key revenue driver. Leadership became more engaged in CX outcomes, and operational efficiency increased, positioning Selective for long-term success in a competitive market.
"The journey maps CX Pilots created for us will be immensely powerful tools, empowering our Product Leadership team to truly own their end-to-end customer journeys"
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CX Pilots worked with Selective to transform its customer experience strategy by focusing on improving internal alignment, streamlining processes, and enhancing agent relationships. The engagement included CX assessments to identify internal gaps, journey mapping to prioritize key pain points, and service blueprinting that uncovered significant opportunities for operational efficiency. A governance framework was introduced to ensure that CX initiatives were tracked and continuously improved. This comprehensive approach led to greater leadership engagement and an overall shift towards a more client-centric model, with a particular focus on driving retention and revenue growth.
Selective, a leading Super Regional insurance carrier, sought to reimagine its CX approach in order to stay competitive and drive tangible business outcomes. Lacking strategic focus, Selective engaged CX Pilots to revitalize the program with a focus on revenue and customer retention.
Assessments
CX Pilots began with two key assessments: a CX team maturity assessment to evaluate the effectiveness of internal CX efforts and a leadership assessment to gauge executive buy-in and alignment. These revealed resource misallocation and inefficiencies, with leadership needing stronger proof of CX value to stay committed.
Journey Mapping & Service Blueprinting
CX Pilots conducted process audits and journey mapping, identifying key stakeholder interactions, particularly between agents, customers, and Selective. A service blueprint of the premium audit process uncovered inefficiencies, leading to a potential 5x ROI from recommended changes, streamlining operations and enhancing the agent-client experience.
Governance and Metrics
A key element of the transformation was the shift from a product-centric to a customer-centric culture. The firm introduced a governance framework to help track and manage CX initiatives, including metrics like NPS, CSAT, and CES. CX Pilots also helped Selective improve internal CX governance and leadership engagement by attending quarterly leadership summits and providing strategic guidance.
Long-Term Impact
Through these efforts, Selective improved its internal processes, enhanced agent relationships, and shifted leadership focus toward customer experience as a core strategic initiative. The partnership with CX Pilots positioned Selective to sustain long-term growth by embedding CX into every facet of its operations.
Delivered CX Maturity & Leadership Assessments to identify and prioritize key improvements
Developed and implemented a governance framework to ensure continuous CX optimization
Blueprinted and improved the premium audit process, resulting in a potential 5x ROI
Selective’s partnership with CX Pilots resulted in a full-scale transformation of its customer experience strategy. The firm achieved better customer retention, enhanced agent relationships, and operational efficiency through improved internal processes. By embedding CX into its strategic initiatives, Selective ensured that customer experience remained a top priority for leadership, setting the stage for sustained growth and a stronger competitive edge.
CX transformation boosted retention and operational efficiency
Journey mapping clarified key client and agent interactions
Governance ensured CX initiatives remained measurable and scalable
Service blueprinting revealed a 5x ROI in operational improvements
Leadership engagement cemented CX as a top strategic priority
"The C-suite said they were extremely impressed with your CX report and level of detail and that it exceeded their expectations. They are committed to moving forward with the majority of your CX recommendations—including your key recommendation. Thanks so much for all of your hard work and your incredible partnership!"
