Customer Delight Hub: The intelligent platform to redefine customer satisfaction Qorus-NTT DATA Innovation in Insurance Awards 2025
Submitted by
Generali
Generali is one of the largest global insurance and asset management providers, present in over 50 countries in the world, with a total premium income of € 81.5 billion in 2022.
ItalyCategory
Re-imagining the Customer ExperienceKeyword
Customer acquisition & loyalty, Customer experience, Customer service, AI & Generative AI, Insurance, Contact center & Chatbots, AutomationBusiness Line
AssistanceDistribution Channel
Online / Direct
Innovation presentation
Concept and Objectives
The Customer Delight Hub project is an innovative platform designed to revolutionize customer service through the integration of artificial intelligence, predictive analytics and automation. The main goal is to improve customer satisfaction, reduce response times and offer a personalized and seamless experience.
Reasons Behind the Project
The idea was born from the need to address one of the most common and costly problems for modern companies: the difficulty in ensuring effective customer service. Studies show that 60% of customers do not return after a bad experience and that the lack of personalization negatively affects brand perception. Customer Delight Hub is designed to solve these problems and turn customer service into a competitive advantage.
State of Competition
Currently, many companies use fragmented or limited solutions for customer service, without effectively integrating advanced technologies such as AI. Customer Delight Hub differentiates itself by offering a complete and easily scalable omnichannel platform, with a strong emphasis on dynamic personalization.
Sources of Inspiration
The project is inspired by international best practices in the field of customer service and the technologies used by industry leaders such as Amazon and Zendesk. Innovation was driven by listening directly to customer feedback and analyzing their expectations.
Departments Involved • IT: Development of the platform and integration of AI and chatbot technologies. • Customer Service: Definition of workflows and automated processes. • Marketing: Implementation of campaigns to collect feedback and promote the platform. • HR: Training of staff on the use of new technologies.
Main Results So Far
During the pilot phase: • Reduction of average response times by 40%. • Increase in customer satisfaction by 25%. • Increase in loyalty by 20%, with positive reviews increased by 15%.
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