Aviva
In this nine-part video series, Darren Cornish, Director of Customer Experience for Aviva, is interviewed by Colin Shaw about how how to start a company-wide initiative to improve customer experience.
Aviva is one of Britain’s largest insurance providers. In this ten-part video series, Darren Cornish, DIrector of Customer Experience, discusses how he started a a company-wide initiative to improve customer experience that started with engaging the senior team.
The series below consists of these 9 videos.
Aviva Case Study
| Clip #1: How to Start a Initiative to Improve Your Customer Experience | Clip #2: How Do You Get the Senior Executives to Engage With Improving the Customer Experience? |
| Clip #3: Showing the Financial Return on Improving Your Customer Experience | Clip #4: Flooding an Apartment to Show the Real Customer Experience |
| Clip #5: What did you Learn From Flooding the Apartment? | Clip #6: Writing an Internal Blog to Engage Employees |
| Clip #7: How to Differentiate Yourself by Providing an Emotionally Engaging Customer Experience | Clip #8: What I Have Learned Are the Key Factors for Running a Successful Customer Experience Initiative |
| Clip #9: Working With One of the Pioneers of Customer Experience | |