How Eureko Sigorta Accelerates CX Insights to Action
How Is Eureko Sigorta Turning Customer Experience Insights into Faster Action?
Eureko Sigorta strengthened its customer experience program by moving beyond manual analysis and making customer insights more accessible across the organization. This success story explores how real-time analysis, clearer visibility, and a structured action model help teams understand feedback faster and turn it into focused improvements.
From Manual Processes to Real-Time Customer Experience Management
Burcu Ulufer shares how Eureko Sigorta moved beyond manual customer experience processes by analyzing feedback in real time and making insights more accessible across the organization.
Eureko Sigorta Achieved Company-Wide Transparency and Reduced the Workload of CX Teams
About
Eureko Sigorta is a bancassurance-focused insurance company in Türkiye and a member of Achmea, one of the largest insurance groups in Europe. In addition to the bank distribution channel, Eureko Sigorta offers insurance products and services through its nationwide network of agents and brokers.
Summary
In alignment with its customer journeys and organizational structure, Eureko Sigorta partnered with Alterna CX in 2021 to strengthen its customer experience program. The company measures real-time customer experience across seven touchpoints, including acquisition, inbound and outbound contact center interactions, automotive and non-automotive claims, health, and assistance services. Customer feedback is shared with the relevant departments, supporting regular discussions around improvement opportunities and ongoing CX initiatives.
Key Achievements
An earlier interview provides additional background on the foundations of Eureko Sigorta's customer experience program and its collaboration with Alterna CX.
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