Our client is a leading provider of life insurance and annuity plans in the US. It was observed by them that the user engagement on digital platforms remained low, which was driving up the costs related to non-digital communications and low-value calls handled by the customer care team. The client wanted to create a data-driven strategy that could improve digital platform usage.

More specifically, the client wanted to:

• Reduce the overall communication expenses
• Drive overall customer engagement, thereby leading to higher lifetime value

• Internal customer data on product holdings and transactions were not enough to understand digital preference. Market research data from KBM used to drive better recommendations