Towards a Customer Centric Organisation

We want to meet our customers at eye level and advise them in the best possible way, so their retirement life will be good. That requires that we have insight into them and their experiences as our customers – throughout all life stages, from the first job as a graduate, through an entire working life, and until retirement begins.

Ennova’s CX solution for us combines different analytical methods, both quantitative and qualitative. This means that we have insights about our customers both broadly across life stages and in depth at individual touchpoints, for example welcoming new customers.

This gives us the strength that the customer initiatives we launch are qualified by both broad and deep customer insight. We can act effectively both at the individual touchpoint, where we need to deliver a specific customer experience, but also broadly, where we need to match our messages with where our customers are in life.