AXA HONG KONG
“ New digital entrants are starting to disrupt the insurance business with a relentless quest for simplicity and a focus on what truly matters to the customers ”
AXA Hong Kong ’ s Chief Marketing & Customer Officer , Andrea Wong
To offer a more personalised service , AXA also piloted brand new concepts in promoting personal wellness . “ We introduced Xtra by AXA , which is a unique personal coaching mobile app that rewards users for living a healthy lifestyle . We are the first in the market to integrate artificial intelligence ( AI ) into an interactive digital chatbot named Alex , to provide tips on health and wellbeing for customers who are health-conscious ,” adds Wong .
AXA has put in place a robust system to capture customer insights at different service touch points , such as when making a claim , calling hotlines , or buying a new product , as an ongoing effort to excel in customer service . The feedback collected has enabled the company to identify specific areas to improve and offer more personalised services to address customer needs .
Offering best-fit propositions for customers through big data AXA ’ s new direction is to become a partner to its customers , not simply paying them . “ By looking at our services from a customer perspective ,
204 March 2018