3
steps in 6 months
NPS & CES
measurement introduced
RFP & ROI
for marketing automation
6
month program
01
The problem
Policyholder relationships managed loosely, with no structured feedback or retention loop.
02
What Monetize.CX did
A 6-month, three-step program: NPS feedback and a new CES pilot, journey mapping with quantitative communication analysis, then a marketing-automation business case.
03
Measurable result
An evidence-led retention and communication roadmap with a marketing-automation business case and ROI.
What the work included
- Net Promoter Score analysis and status
- New Customer Effort Score pilot (web, contact centre, in person)
- Customer journey mapping and visualisation
- Quantitative analysis of inbound and outbound communication
- Marketing-automation tool selection (RFI / RFP)
- Business case and ROI for implementation
- Recommendations for process and staffing coverage
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