New AXA Initiative Aims to Transform the Customer Experience
July 21 2016 - 9:00AM
Business Wire
AXA, a leading financial protection company, is launching a new
initiative that facilitates direct, two-way customer feedback along
with the collection and organization of customer responses with the
aim not only of improving customer experience, but also of
ultimately producing new products and speeding innovations on
existing ones. The phased rollout began in June 2016.
The service-specific ratings, including client-generated
reviews, are being published on www.axa.com.
“This initiative is designed to enhance the client experience by
providing an additional avenue for feedback and customer contact,”
said Sharon Ritchey, Chief Customer Officer, AXA US. “This is in
line with our strategy of focusing on the customer experience and
also part of AXA’s digital transformation. We anticipate that this
new initiative will help to build the AXA brand with both current
clients and prospects.”
In conceiving of this customer feedback initiative, AXA
partnered with a leading technology network that connects customers
and brands over the Internet, allowing them to view and share
opinions, questions and experiences. AXA will be able to use this
customer-generated content to create or build-in features to
services that the marketplace signals that it wants, thus creating
additional customer interest and loyalty. The feedback will be
reviewed continually, and not at intervals of several months as the
current customer feedback process requires.
Since June, AXA has deployed a “soft launch” email to nearly
8,000 current clients who requested a recent transaction or
purchased a new contract. The email encouraged clients to rate and
review their interaction with AXA through an easy-to-use interface.
Client-submitted ratings and reviews are now being posted on
AXA.com. By the end of the year, the goal is to have
service-specific ratings and client-generated reviews published on
the AXA site for all lines of business.
About AXA
“AXA” is a brand name of AXA Equitable Financial Services,
LLC and its family of companies, including AXA Equitable Life
Insurance Company (NY, NY), MONY Life Insurance Company of America
(AZ stock company, administrative office: Jersey City, NJ), AXA
Advisors, LLC, and AXA Distributors, LLC. In business since 1859,
AXA Equitable Life Insurance Company is a leading financial
protection company and one of the nation’s premier providers
of life insurance and annuity products distributed to
individuals and business owners through its retail distribution
channel, AXA Advisors, LLC (member FINRA, SIPC) and to the
financial services market through its wholesale distribution
channel, AXA Distributors, LLC (member FINRA, SIPC).
AXA S.A. (also referred to as “AXA Group”) is a
Paris-headquartered holding company for a group of international
insurance and financial services companies, including AXA Equitable
Financial Services, LLC companies. AXA S.A. is a worldwide leader
in financial protection strategies and wealth management with 103
million clients in 64 countries as of Dec. 31, 2015. AXA S.A. has
been ranked the No. 1 insurance brand in the world by Interbrand
for seven consecutive years as of Oct. 5, 2015.
The obligations of AXA Equitable Life Insurance Company and MONY
Life Insurance Company of America are backed solely by their
claims-paying ability. Find AXA
on Facebook, Twitter and LinkedIn. For more
information, visit www.axa.com.
GE-117103(07/16)(exp.07/18)
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version on businesswire.com: http://www.businesswire.com/news/home/20160721005182/en/
Media:AXAColleen McGroarty,
212-314-2485colleen.mcgroarty@axa.us.com
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