Vitality uses the customer’s voice to help customers improve their lives; Wins CX Team of the Year – Insurance News Net | CarTailz

Uses Medallia Experience Cloud to collect, monitor and analyze 160,000+ digital survey responses; The auto insurance business saw a 53 percent increase in positive release in less than a year

Medallia, the global leader in customer and employee experiences, announced today that Vitality, the provider of health, life, auto insurance and investments, has successfully leveraged its customer experience platform to support its goal of empowering people to be healthy and active to help life. The Voice of the Customer program supported business decisions by helping Vitality’s customers – individuals and businesses alike – achieve positive health outcomes for themselves and their employees, while measuring changes in Vitality’s newly launched auto insurance business and to inform.

To further improve member experiences, Vitality recognized the value of improving the way it collected customer feedback – from numerous individual feedback responses to a system that can categorize and organize feedback – and made it easier to share it in real-time transform business actions. By leveraging Medallia Experience Cloud, Vitality was able to collect, analyze, and act on customer signals on a single platform, making it more efficient.

With Medallia, Vitality quickly adapted to a self-service approach, allowing it to roll out customized dashboards within two days of launch to provide immediate insights to business decision makers. This self-service capability helped democratize customer insights across Vitality’s life, health, auto insurance and investment businesses and provided a tool for managers to improve coaching processes and empower employees across the board, customers and to better serve the corporate mission.

As a result, 900 Vitality employees, from executives to client advisors, were able to respond to client inquiries, proactively reach 6,000 clients, and monitor and analyze 160,000 live digital survey responses. In Vitality’s motor insurance business, ‘positive resolution’ rose 53 percent in less than 12 months, while several key ‘business friendliness’ metrics also saw significant improvements. The success of Vitality’s dedicated customer experience team continues to be recognized in the industry. Most recently, it won the CX Team of the Year Gold Award at the CX Awards 2021.

“We are very pleased with how Medallia’s technology has allowed us to better understand our customers during such a difficult time,” he said Tammy Lowthdirector customer research and Insight in vitality. “We’re excited to see how the Medallia platform can help us gain more insights as we remain focused on helping members live healthier lives and improve and protect their lives.”

“Vitality’s customer experience program should serve as a blueprint for all customer-facing organizations, and we’re pleased that Vitality’s CX team is recognized for their efforts,” he said Zoe Lambrou, Senior Manager of Professional Services at Medallia. “Vitality has made a clear and conscious decision to prioritize the voice of the customer during a time of unprecedented uncertainty, and we are thrilled to have played a part in driving positive outcomes.”

For more information on how Medallia works with Vitality, please visit our website at:

About vitality

Vitality is part of Discovery Limited, a global insurer and investment manager protecting more than 27 million members in over 40 markets worldwide Europe, The United States, Australia, South Africa, Canada and China.

Vitality pioneered the “Shared Value” insurance model, a unique approach based on the scientifically proven principles of behavioral economics. Through this model, Vitality helps members take a more active role in managing their own well-being and encourages them to develop healthy long-term habits that are good for them, good for business and good for society. The effect is positive for everyone involved – members benefit from better health, financial rewards and additional incentives; Employers benefit from healthier, more productive and more engaged employees; and Vitality benefits from a healthier membership base.

vitality ambassador Jessica Ennis Hill, Heath Knight, Tracey Neville, Ellie Simmonds, Jos Butler, Maro Itoye, Joe root and Johnny Wilkinson are role models who embody the values ​​of the company. They use their passion for a healthy, active lifestyle to motivate others to make positive changes and spread the message that small steps today can dramatically improve well-being in the long run.

In which United KingdomVitality operates through three independent companies: VitalityHealth, VitalityLife and VitalityCar, employing more than 2000 people London, Bournemouth and Stock port.

About VitalityHealth

VitalityHealth is one of the UK’s leading private health insurers. By applying the shared value model to health insurance, VitalityHealth incentivizes, motivates and rewards members to become healthy through better lifestyle choices. All VitalityHealth members receive Core Cover, which grants them access to 48-hour private GP video consultations and a full coverage promise (including full coverage for eligible inpatient and day patient consultant fees). For more information see

About VitalityLife

VitalityLife is one of the fastest growing life insurers in the United States United Kingdom, which provides award-winning coverage to thousands of members. VitalityLife is unique to the United Kingdom Protection Market, with a range of products including life insurance, income protection insurance, critical illness insurance and business protection. By recognizing people’s efforts to take care of themselves, VitalityLife offers a more comprehensive package of benefits than traditional insurers, at very competitive prices. For more information go to

About VitalityCar

VitalityCar extends Vitality’s shared value insurance model to the auto insurance market, offering incentives and rewards for people who drive safer and make greener choices. At the heart of VitalityCar is the Good Driving program, which enables drivers to better understand and improve the five key driving behaviors that contribute to half of all traffic accidents*: hard acceleration, hard braking, hard cornering, distracted driving and too high speed.

* Ministry of Transport: Contributing Factors to Reported Traffic Accidents 2020

Private health insurance | British health insurance | vitality

Health insurance that is there for you in case of illness and health. We give you the tools to help you live a healthy life and we reward you for it.

About Medalia

Medallia is the pioneer and leader in customer, employee, citizen and patient experience. As the #1 enterprise experience platform, Medallia Experience Cloud is the experience system of record that drives all other applications to customer and employee awareness. The platform captures billions of experience signals across interactions, including all voice, video, digital, IoT, social media and corporate messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn critics into promoters and buyers, create cross-sell and up-sell opportunities in the moment, and drive revenue-generating business decisions by delivering clear and strong returns on investment. Visit for more information.

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Jenny Zetner
[email protected]

Source: Medal

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