TECHNOLOGY
29 still a huge demand for face to face interaction in insurance and that goes back to the whole trust element ,” says Le Hen . “ We are providing online channels and a call centre operation , but we are doing so in a more agile way that is responsive and listens to the customer . It ’ s a key part of our transformation in Japan , allowing the customer to decide which access point they ultimately want to use .”
AXA achieves this through an industry-first approach . The company works with a provider of transactionbased reviews and ratings called Transparent Customer Feedback ( TCF ) that works with some of the largest companies in the world . AXA Life Japan is the very first insurance company in the country to proudly display its customers ’ rating on its website .
For Le Hen , this is one of the most important elements in developing trust with AXA ’ s customers . “ It ’ s about transparency . We disclose it on our website so that customers can see how we are performing and more importantly they can see how we are responding to
www
. businesschief . com