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AGCS receives top award for True Customer Centricity@AGCS program

  • Qualtrics recognizes AGCS’s True Customer Centricity@AGCS program as top award recipient out of 400 submissions
  • In 2016, AGCS built a global program to gather, analyze and act on client and broker insights and implemented it in 22 countries globally
  • AGCS CEO Chris Fischer Hirs: “We listen to our customers and translate their feedback directly to our strategic priorities”

London/New York, March 16, 2017: Allianz Global Corporate & Specialty (AGCS) has been named the Grand Prize winner of Qualtrics’ prestigious Insights to Action (I2A) Award. This designation recognizes and celebrates AGCS’s ability to create actionable insights that drive top experiences for customers, leading to innovation, growth, and organizational success. The announcement was made last week at Qualtrics’ 2017 Insight Summit in Salt Lake City, Utah.

Qualtrics recognizes the True Customer Centricity@AGCS (TCC@AGCS) program, a global customer experience and cultural change program built to gather, analyze and act on client and broker insights. Spearheaded by Michael Maicher, Global Head of Global Broker Management, and Allison Windon, Global Director of Customer Experience, TCC@AGCS is a centerpiece of  Allianz SE’s Renewal Agenda, and a priority for the AGCS organization. In 2016, AGCS rolled out the TCC@AGCS initiative, which covers 22 countries and insights from over 3,300 clients and brokers worldwide based on surveys and in-depth interviews. The program will run continuously and be expanded in scope to drive cultural change within the global AGCS community towards true customer centricity.

“At AGCS, we put our customers at the heart of everything that we do. Through True Customer Centricity@AGCS, we listen to our customers and translate their feedback directly to our strategic priorities. The program opens up a service-focused dialogue with our clients to explore better ways of serving their risk transfer needs right across their entire businesses,” says Chris Fischer Hirs, CEO of AGCS.

Customer experience management is a growing field globally and uses a variety of tools to gather customer feedback, understand their expectations, and improve the overall client and intermediary experience through different touch points. AGCS built a program that integrates customer feedback with business data, linking the Qualtrics Customer Experience Management Platform with its existing customer relationship management system. As a result customer feedback is now available in real-time, enabling AGCS employees across all countries and functions to understand their customers’ insights and respond even more quickly  to their needs.

“We had almost 400 submissions this year, but what set the 2017 winners apart was their ability to confront and solve very different problems and create amazing experiences that differentiate them in the marketplace,” said Ryan Smith, CEO of Qualtrics. “Our Grand Prize winner AGCS has a compelling story. By implementing a scalable, democratized customer insights program, AGCS became a true disruptor in the commercial insurance space. They brought together a cross-functional global community to build a customer experience program that is driving meaningful actions at both local and global levels.”

“It is an honor to be recognized by this prestigious customer experience management award amongst an impressive set of competitors,” says Andreas Berger, AGCS Chief Regions and Markets Officer at AGCS and responsible for the Global Broker business of Allianz Group. “We will continue to evolve this program to gain even greater traction with our clients, brokers and employees.”

For further information on the TCC@AGCS program, click here to launch the Qualtrics and AGCS video.

The Qualtrics Insights to Action Awards seek to inspire people to think about insights as the key ingredients for driving experiences that lead to innovation and growth, customer experience excellence, and employee engagement. The award recognizes and celebrates those who make a meaningful impact in these areas. Last year’s winner was Procter & Gamble.


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