1-to-1 video advice for complex health care topics Case study health insurer Menzis The mission. Digital service tailored the customer need Menzis’ vision on Customer Engagement is to offer the right contact channel tailored to a customer’s specific situation. And give customers the freedom to choose the channel they prefer. When the customers’ needs ask for it, a personal contact channel should be available - also online. The challenge. Offer personal advice earlier on in the customer journey The health insurer was looking to expand its digital contact channels, but with the key aim of improving the experience for customers. Most importantly, Menzis wanted those new online contact channels to boost customer satisfaction (CSAT and NPS) – by proactively offering customers on-

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