An opportunity grounded in research
Research validated the potential of the relationship models and produced estimates of the impact each could create.
Insurance / Customer strategy
Exploring the relationship a provider could have with its customers
A provider operating through intermediaries wanted to explore how it could strengthen customer relationships while respecting adviser and broker partnerships.
Exploring different relationship models
Make the choices tangible.
We explored varying models for the relationship between the provider, its customers and intermediary partners. Making the options tangible helped participants consider their potential, practical implications and the capabilities needed to support them.
Explore the approach and detailed outputs
The starting point and the response
- 01Customer needs
- 02Relationship options
- 03Partner implications
- 04Capability requirements
Options tested with partners
Internal teams and existing and potential intermediaries explored feasibility, perceived benefits and threats.
Choices for mutual benefit
The work clarified ways the provider could evolve customer relationships while respecting intermediary partnerships.
What we did
We developed a range of illustrative engagement models to make the choices tangible. The options were workshopped and tested internally and with existing and potential intermediaries, exploring feasibility, perceived benefits and threats. Research validated their potential and estimated the impact each model could create. The work also considered the capabilities different approaches would require.
The useful lesson
Research can reveal a relationship opportunity that existing products and ways of working leave unexplored. Making the choices tangible helps a business judge what pursuing it would involve.
This is one selected assignment. We can discuss further relevant experience and the themes and outputs we are able to share.
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