Consumer Duty, VOC and CX in insurance: A practical guide to turning insights to action

In the insurance industry, where most customers hope never to use the product they purchase, delivering an exceptional CX poses unique challenges. At AXA Health, a robust Voice of the Customer (VOC) programme has become the foundation for driving actionable insights and embedding customer-centricity across the organisation.

Join Rebecca Brooks-Daw, Senior CX Manager at AXA Health, as she shares how her team built a scalable CX function, and how they use customer insights to navigate the complexities of insurance. From integrating customer outcome metrics into KPIs to leveraging VOC data for compliance with Consumer Duty regulations, this session will highlight strategies for turning customer feedback into tangible improvements that resonate across teams and departments.

Attendees will learn:

• Building a scalable VOC program: Learn how to implement a resource-efficient VOC framework that delivers real-time insights across touchpoints, using a mix of outsourced expertise and in-house governance.
• Driving customer-centric action: Discover practical methods for embedding customer outcome metrics into KPIs, fostering agent engagement with closed-loop feedback, and ensuring VOC insights translate into impactful changes.
• Navigating compliance with CX insights: Explore how to align VOC initiatives with regulatory requirements like Consumer Duty, using dashboards and evidence-based reporting to drive organisational accountability.