NRMA Insurance taps Accenture Song for customer experience work
NRMA Insurance has hired Accenture Song to help its sales & marketing team enhance its customer experience.
With over 3 million clients, NRMA Insurance is one of Australia’s larger providers of insurance services and solutions to business and individuals. The company is a subsidiary of IAG, which also owns several other insurance brands.
Working together with Accenture Song, NRMA Insurance aims to “reimagine its end-to-end customer experience” said CEO Julie Batch, who added that the transformation will see the company leapfrog trends and developments in the customer space to gain a future-proof edge in the marketplace.
“Since I stepped into this role three years ago, our customers and our business have faced challenges from the effects of severe weather and more broadly with societal changes driven by technology and evolving customer expectations. As we enter our 100th year, now is the time for us to reflect and reshape our business for the future, knowing our customers will need our help more than ever before,” said Batch.
The aim is to create a new customer experience model that “deeply connects with and supports our customers with world-class experiences at every touchpoint.”
Transformation partner Accenture Song will provide NRMA Insurance with a multidisciplinary set of capabilities, across marketing, customer experience, digital, design, and communication. Teams will be setup in Australia, and internationally.
“We are thrilled to bring the full global power of the Accenture Song proposition to help NRMA Insurance create a future-facing, tech-powered and personalised customer experience,” stated David Droga, the CEO of Accenture Song.
The CEO of Accenture Song in Australia & New Zealand, Mark Green, added: “NRMA Insurance is a brand that is close to our heart. We are thrilled to partner with NRMA Insurance to help its customers now and into the future.”
NRMA Insurance Chief Customer and Marketing Officer Michelle Klein commented: “Our partnership with Accenture Song is the next step in reimagining the customer experience, by delivering an end-to-end customer model leveraging best-in-class creative, communication and technology. At the heart of this approach is a focus on meeting our customers where they are and ensuring that every interaction is a helpful and seamless one.”