Australian Unity has appointed InMoment as its strategic partner to enhance its customer experience (CX) initiatives.
The collaboration between the health, wealth, and care provider with the experience improvement company represents a significant step in Australian Unity’s ongoing commitment to delivering exceptional experiences for its members and customers.
Moving from a legacy survey-heavy program, Australian Unity is embracing a fully integrated CX approach powered by InMoment. The transformation will enable the organisation to leverage InMoment’s capabilities to analyse all customer feedback sources, including online reviews, call centre recordings, and more, for a holistic view of the customer.
Leveraging InMoment’s AI-powered integrated CX platform, the health, wealth, and care provider will gain deeper insights, uncover meaningful patterns, and drive informed business decisions that enhance member satisfaction and engagement.
“At Australian Unity, we make it a priority to truly listen to our members and turn their feedback into real, meaningful changes,” Lenette Gear, Australian Unity’s general manager customer insurances, said. “Working with InMoment helps us better understand what matters so we can focus on the changes that will have the greatest impact for our members.”
David Blakers
David Blakers, InMoment’s APAC managing director, added: “We’re honoured to partner with Australian Unity and support their deep commitment to their members. Australian Unity is investing in a truly comprehensive approach to CX, leveraging our full suite of capabilities to connect every customer touchpoint.
“This level of integration will allow them to take real-time, data-driven actions that drive positive change and long-term loyalty.”
This comes after Australian Unity launched its first brand campaign, ‘Real Wellbeing: Balance Your Being’, via The Royals last year. The campaign underscores the crucial role of finding balance in our lives and reinforces its Real Wellbeing proposition.