CPP is a profitable global insurance and assistance services business, with revenues of £109m in 2014. Their main product is credit card protection services, mobile phone insurance and a travel services business.
CPP needed a new perspective in addressing their future product and service strategy.
In particular, they needed someone to lead the improvement of the commercial and digital processes and develop the longer-term deliverables of the group product and service strategy.
Working collaboratively, DWG developed a clear customer needs map.
We defined the longer-term strategy for products and service positioning, highlighting the core strengths of the business including customer insight, business model change, and digital platform requirements.
By applying the proven ‘Digital Audit’ methodology, DWG was able to produce a clear picture of CPP’s end-to-end digital capabilities and benchmarked to digital best practice.
With clear direction from DWG for product and service strategy, CPP now have:
A well-defined view of their target customer needs.
Understanding of the required changes in business model and future operating model in order to future-proof the business and create competitive advantage.
The Digital Audit has provided a workable and controlled roadmap for these changes and improvements.