Case Study

Customer Retention In Free Fall

Customer Retention In Free Fall

Improving customer retention through more focused and engaging customer journeys

Our client, a large UK insurance broker, faced a significant challenge;  a customer retention rate in freefall.

The client was struggling to identify the root causes behind this decrease and recent business and regulatory changes such as re-platforming, branch closures, and market-based pricing transparency changes had led to an in-cohesive view of how customers were impacted.

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