Changing the conversation
from ‘what we sell’ to
‘how we help.’
Legacy web properties and years of ad hoc additions had left CNA with a thorough, but thoroughly unusable, online digital experience. Abandon rates were high. Conversions (agent referrals) and satisfaction ratings were low. No user sign-in capabilities were, or would be, available.
If customers have trouble finding the right path to relevant coverages and service … maybe the relevant coverages and services should find a path to the customer.
Provide an experience, curated on the fly, that quickly matches and presents to every user only those coverages and solutions that matter to them and their business—and then, connects them to an agent, seamlessly.