The Macif is a mutual insurance company founded in 1960 with the ambition to protect the property, families and activities of its members. The group offers products to support its 5.8 million member-clients at every stage of their lives and to best meet their needs.
Macif’s expertise is structured around three main business lines: damage insurance (automotive, two-wheeled vehicles, home and leisure), health/retirement planning (individual and collective), and finance/savings (credit, savings, life insurance).
The context of our mission
As part of its 2024 skills development planning plan, The HR team at Macif has identified a need for training on innovation in the customer relationship for the Supervision teams (remote relationship + proximity), and more specifically on the topic of Artificial intelligence (AI) and generative AI (GenAi).
In an effort to adapt the professions, Macif wanted to Raising awareness among Customer Relations Supervisors about generative AI, So that they can develop a medium- and long-term vision of their impacts on companies, work methods, and customer relations in insurance and other sectors.
The objectives of the training
Macif has approached talenco to support the customer relations managers on 3 key issues:
- to understand how artificial intelligence will disrupt the customer relationship in the coming years,
- anticipate the impact of generative AI in the insurance sector, on their businesses and practices;,
- Prepare to integrate these impacts on their employees.
Our support system
To meet the challenges posed by Macif, talenco designed a tailor-made workshop day with a part of perspective and a more practical part.
Inspiring talk: «Increased customer relationship»
- Understanding the basic mechanisms of AI and its implications
- Reconsidering the impacts of AI on the customer relationship vs. previous waves of digitalization
- Demystifying, reassuring, and taking ownership of the topic of artificial intelligence and generative AI
Immersed in generative artificial intelligence
- Demonstration of IAgen tools and live prompts
- Presentation of sectoral use cases
The Macif client robot portrait
- Immerse yourself in your client’s shoes with BIOPRAU by talenco + Empathy Map
- Thinking about «enhancing the customer experience» starting from a persona and its pain points (UX Design approach)
UX Pursuit ludopedagogical workshop: «The best customer experience through AI»
- Collective reflection on improving the customer experience throughout their journey, and through GenAI tools
- Understanding the importance of putting yourself in the customer’s shoes
- Anchoring a reflection methodology on one’s own role in supporting change as a supervisor of the customer relationship
Stars of AI
- Summarize the main changes and upcoming impacts for customers and employees
- Collectively anchoring the changes to be considered by supervisors to accompany the transformation of the customer relationship enhanced by AI at Macif
The most educational ones
UX Pursuit talenco’s tabletop game, based on the principles of UX design, played in subgroups, designed to help people become aware of the design and deployment of new customer-oriented solutions.
The Starfish (the star of change) is an agile tool for conducting individual or collective retrospectives. It can be used to develop an action plan.
« Prompt it up« Demonstration of generative AI (ChatGPT, Midjourney, Heygen, etc.), introduction to the creation of prompts, observation of the results, and projection on customer expectations
The results
Overall satisfaction: 4.3/5
« A very enriching training, a complex and all-new subject »
« Current topic, very concrete explanation of AI in our daily lives »
« Good dynamics among the trainers, illustrations, professional experiences, workshops to help you envision and find AI solutions for Macif »
To be continued..
✔️ The same mechanism was deployed for the Customer Relationship Managers.
✔️ Another device has been deployed among the General Management and HR teams
