28% Drop in Churn (Insurance)
CXignals picked up a pattern: older men calling about roadside claims were churning — unless their agent prepped them.
We asked: “What made your claim experience smooth?”
“My agent told me exactly what to carry. I didn’t get stuck.” Now, similar customers get proactive SMS instructions before calling.
Result: fewer denials, happier calls, churn dropped.
“We always had feedback. But this time, we knew what to fix — and who to fix it for.”
— Head of CX, National Insurer
Gourab Majumder
18 June, 2024
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