Building Customer-Centricity for Microinsurance

Understanding Customer-Centric Behaviours 

The Quicksand team engaged with headquarters and field staff, as well as customers, to better understand the perceptions, challenges, and opportunities that could impact the development of customer-centric behaviours. This was achieved through interviews, workshops, and observations. The behaviours which emerged from these engagements were collaboration, empathy, problem-solving, business acumen, communication, and leadership.

Developing a Change Management Toolkit 

These interactions were instrumental in guiding subsequent design efforts for developing a change management toolkit, including onboarding and training programs, a performance management system, and a remuneration and rewards strategy. The toolkit was designed to keep the six distinct behaviours at the forefront.

Tools for Customer Centricity 

The tools developed to assist PMI's journey towards customer centricity were created to keep the six distinct behaviours at the forefront. These behaviours were used as the basis for performance measurement and rewards, the foundation for the onboarding program, and were even personified as superhero characters for the training program’s narrative.