Attending the Insurance CX Awards with a nomination for Outstanding Customer Journey!

We are thrilled to be joining nominees from across insurance and brokerage at the Insurance CX awards show in London. Our nomination is testament to the continuous improvement of the omnichannel booking process, alongside offering innovative methods of communication with the customer. An outstanding 98.44% of National Windscreens customers stated they were either happy or satisfied with their repair or replacement journey.

Simon Hunt, Clare Bestall and Sam Oldfield will be attending the glitzy event held at the Proud Embankment in West London, postponed from the original date of February 1 due to a train strike. The Insurance CX awards is organised by Modern Insurance Magazine and was created to celebrate and recognise the strides and leaps that the industry has made to embrace customer service.

Clare Bestall, account director at National Windscreens, said: “We have made fantastic strides in the customer journey, and we are excited to be nominated. Our customers have access to market-leading technology across our website to make the whole process fast, simple, and accurate. They can also switch between various communications channels, as they find convenient, whilst maintaining a seamless conversation with us.”

The booking process now incorporates artificial intelligence (AI), which assesses the customers photographs and gives an instant online decision whether their glass can be repaired. The AI has a 96% accuracy rate and is supported by an online drag and drop damage selector that simplifies the process of reporting the size and position of damage on a windscreen, improving accuracy and the ability to provide right first time service

Clare continues: “The market-leading digital journey that the team has developed has taken our customer experience to a new level. We look forward to celebrating the progress that National Windscreens has made with the rest of the insurance and broker sector on Wednesday evening.”

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