Engagement & Customer Experience

Driving Repeat Business

Industry

Insurance; World’s 2nd largest insurer, B2B & B2B2C

Tools

Terragni Effort Assessment framework to assess physical, time & cognitive effort

Learn About Effort Assessment Framework

Problems

Inconsistency in premium renewal. High customer churn after 3 years of sales.

Results

20% decrease in customer churn.

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Driving Repeat Business2

Driving Digital Adoption

Industry

Banking; India’s Top 3  Banks, B2C.

Tools 

Terragni sludge audit framework to access physical, time & cognitive effort

Learn About Sludge Audit Framework

Process blueprinting for process & touchpoint redesign

UX redesign to eliminate friction

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Problem 

Broken customer journey because of customer dissatisfaction with digital touchpoints.

Weak adoption of digital touchpoints.

High cost of service at physical touchpoints.

Results 

7 % reduction in cost of serve.

Enhanced digital adoption.

Improved in NPS.

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Driving Digital Adoption

Driving NPS

Industry 

Financial service; among the top 7 financial services companies, B2C & B2B2C

Tools 

Sludge audit

Learn About Effort Assessment Framework

Take A Look At Our Toolkit

Problem 

Mismatch between measured NPS & that of direct business outcomes like churn, retention and repeat purchase. A high NPS was reported while the business metrics did not show a consequent positive impact

Results 

Elimination of cognitive biases in NPS design.

Drop in NPS score by 20 points.

Focus on 91% passives as a source of enhanced engagement and revenue.

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Driving NPS

Driving Communication Effectiveness - Communication Redesign

Industry 

Insurance; World’s 2nd largest insurer, B2C

Tools 

Communication touchpoint audit

Neuroscience research

Take A Look At Our Toolkit

Visit Neuro Customer Experience

Problem 

The cost of omnichannel communication is high, especially if the communication does not result in higher engagement and revenue.

Result 

The communication mode and messages were redesigned using the principle of behaviour science and segregated into prevention category (pain avoidance) & promotion (pleasure-seeking communication).

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driving communication effectivness

Also