THE NEED: INNOVATION
Thrivent needed to rethink the way they do customer service. Competitors are chipping away at the market and they needed a way to think about saving customer support costs while increasing quoting revenue.

 

DESIGN THINKING: BRINGING OUT OUR BEST
Our team was tasked with creating a Design thinking framework to introduce the executives to IBM's mobile innovation and Watson enabled agent support platform. We researched the users from in-person interviews and in-house experts to develop personas to ground the work in how Thrivent does business and how the customers desired to engage.. We ideated around the experience and presented the strategy.

 

THE SOLUTION: WATSON
The solutions we created utilizes the best of mobile innovation allowing customers to create a quote on the fly, connecting with an agent supported by cognitive lead support systems to better understand and target the users needs at any given moment, The flow from mobile to web is seamless and brought together a 360 degree view of the holistic customer.

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