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Domestic & General increased customer satisfaction and reduced call center costs through the digital experience

Domestic & General (D&G) are experts in warranties, trusted by more than 16 million people in 11 countries.
Achieving the company’s core goal — to take the worry out of investing in a home or technology — requires providing experiences that make customers confident in their decision to use D&G.

In 2015, they began shifting towards digital self-serve and have relied on ForeSee® to identify and prioritize which new digital customer journeys would best serve customers. As a result, they saw:

  • 23% increase in brand confidence
  • 24% increase in the likelihood that a digital visitor will recommend D&G to others
  • 24% increase in the likelihood that a visitor will return to use digital channels again next time