First open innovation challenge
A good customer experience comes from a good employee Experience.
Imagine, like, transform
The aim of this challenge was to get the message across to all employees that they have ideas that are useful for the business, and to encourage them to make suggestions and put them into action.
The theme of the 1st participatory innovation challenge held by CNP Assurances was improved customer satisfaction, a tremendously large topic that lies at the heart of business concerns. Behind the priority of designing products and services making policyholders’ lives simpler lay another equally crucial priority of embracing the cultural and digital transformation on the 2020 roadmap – collaborative experience, project mode, sharing technologies and management coaching. All the elements of the new CNP Assurances were brought together in a 100% agile, completely mould-breaking contest.
Employees were invited to build a team or to join one via a dedicated web platform. Each team mapped out its project and launched a campaign promoting it internally to amass as many votes as possible. No stone was left unturned, with posters, videos, posts on the business social network and technical guidance sheets all used to persuade colleagues to like their favourite project.
To take the challenge to the next level, we brought in customers by asking the 500 members of our You & Us community to support the ideas they wanted to see pursued.
The voting narrowed the field down to 10 projects.
Then it was time to train teams in the art of pitching and present the projects to a panel of experts. Five projects passed muster and were immediately transferred to CNP Assurances’ booster where they received tailored guidance.
The four projects currently being readied for roll-out will soon deliver improvements in our customer satisfaction levels.
Results
In all, 953 employees took part, including 203 who were directly involved in the 55 projects that were put to a vote. Five intrapreneurs won prizes, a face-to-face meeting was held with customers from the You & Us community to provide an update on their progress, and the Top prize for managerial innovation was given out at the 14th L’Argus de assurance awards ceremony.
Customers from our you & us community, told us what they thought of the prizewinning projects
“It makes sense for digital to take over from appointments and letters for handling straightforward matters.”
“It’s important to be able to update customer details for death cover – that will avoid problems for our beneficiaries.”
“Offering the deaf and those with hearing difficulties an online chat session or video conference shows respect for policyholders.”
“All the paperwork we need to submit with a claim is together in the same place and available at any time. That’s very helpful !”