Pacific Life: Using Voice of the Customer to Achieve Experience Excellence

Every day, the team strives to make its customers feel respected and valued after each interaction and touchpoint. To ensure this vision is upheld, the company recognized the need to listen to customers at scale and put the customer voice at the center of its strategy. In partnership with Medallia, Pacific Life developed an optimized, enterprise-wide Voice of the Customer (VoC) program across its different business units and customer channels.

The foundation of this highly effective VoC program program is three-tiered and involves listening through all forms of feedback (both solicited/direct and unsolicited/indirect), analyzing this feedback through structured and unstructured data reporting, and democratizing actionable insights across the business to close inner and outer feedback loops. The ability to monitor data-driven topic trends to provide holistic call coaching is now scalable throughout the company with Medallia’s automated capabilities. In addition, Pacific Life can monitor the intended behavior of its call center agents to consistently provide exceptional experiences across internal- and external-outsourced teams.

Pacific Life’s VoC ability to listen at both a relational and transactional level allows for daily monitoring of customer experience, as well as deploying true diagnostic insights to create meaningful improvements – both internally in operations and externally for the customer. In its quest to differentiate itself through experience excellence, Pacific Life can now gather, analyze, and democratize customer insights across the company; empower all business units to prioritize excellence in customer experience; and drive actionable change that elevates customer experiences and loyalty.