We held workshops with stakeholders throughout our client’s business. By analysing customer needs and pain points, we created a seamless journey for their customers, from policy take-up through to the end of the first years customer experience and beyond. Message timing, content and calls to action were personalised and optimised against in-depth segmentation, with clearer stages of interaction delivered through triggered communications. We enabled our client to cross-sell and up-sell other services to their customers, increasing ROI, long-term engagement and customer loyalty. We also intelligently adapted their campaign creative to help deliver the new journey by tracking and analysing every detail to continually improve performance. We also adapted their campaign creative to empower the new journey, while every detail was tracked and analysed to continually improve performance.