A Fortune 100 insurance provider faced challenges including high customer effort, escalating support costs, disjointed service experiences, and low agent productivity. By partnering with Dimension Labs, the company transformed its customer experience (CX) strategy using omnichannel insights and AI-driven analytics. Dimension Labs empowered the company to optimize chatbot interactions, improve agent performance, and unlock previously untapped insights. The result? Enhanced customer satisfaction, reduced manual interventions, and substantial cost savings.

The initial tree map, the level that it's at, that's the 50,000-foot view we need to figure out what's going on out there. — Data Science Business Partner

There's a lot of variation in these conversations… but you're able to derive that this was all involving scheduling appointments, and it seems spot on.

Key Metrics:

• 600% ROI in 18 months.
• $1.13M saved through effective CX automation and optimization.
• $2M saved by avoiding the costs of building a bespoke BI solution.

The Challenge:

The insurance provider’s customer journey was complex and fragmented, spanning multiple channels, including email, chat, phone, SMS, chatbot, and self-service website. This complexity made it difficult to provide seamless, flexible experiences for customers—whether they needed quick answers or in-depth claims management.

Key pain points included:

• High customer effort caused by disjointed service journeys.
• Rising support costs due to inefficient processes.
• Poor agent productivity and high burnout rates.
• Limited visibility into customer interactions, making it challenging to identify and address root causes of dissatisfaction.

The Solution:

Dimension Labs provided a data platform that unified and transformed customer interaction data across all channels, giving the CX team real-time visibility and actionable insights.

Key Capabilities Utilized:

• Omnichannel Visualizations: Mapped the customer journey to monitor paths toward desired outcomes, enabling a more proactive approach to CX management.
• Sentiment Analysis & Predictive CSAT at Scale: Supplemented customer feedback with insights derived from what customers said and experienced during their journeys, revealing hidden pain points.
• 50,000-Foot View of Customer Voice: Provided a comprehensive and accurate picture of customer interactions while highlighting areas needing improvement, with the ability to quickly dive into specific datasets for deeper analysis.
• Actionable Insights for Training and Optimization: Equipped managers with the data to train agents effectively, leading to better team outcomes and reduced agent burnout.

The Results:

With Dimension Labs, the insurance provider achieved the following outcomes:

• A more comprehensive and accurate voice of the customer, enabling CX teams to address pain points and enhance satisfaction.
• Increased chatbot usage with positive CSAT, minimizing the need for manual interventions.
• Improved team productivity through optimized workflows and reduced agent burnout.
• Faster execution and real-time control over CX strategies, allowing the company to adapt quickly to customer needs.
• Significant cost savings, including $1.13M from CX automation and $2M in avoided costs for building a bespoke BI solution.

By adopting Dimension Labs, the company not only reduced operating costs but also enhanced the overall customer experience, demonstrating the value of leveraging AI-driven analytics to unlock omnichannel insights and drive measurable ROI.