The document outlines a customer experience framework with the following key elements: 1. Gather customer insights through various research methods like surveys, focus groups, and data analysis to understand customer values and expectations. 2. Use insights to design customer experience strategies, map the customer journey, and develop a local customer experience roadmap. 3. Implement strategies internally by reengineering business processes, preparing employees, and deploying necessary technology to deliver the customer experience proposition.

1. CEM at-a-glance By: Linda Womack Insight Plus Insight Plus is a wholly owned subsidiary of AIG Jan-2009 Customer Experience Framework

2. Co. Driven Projects : from insight to action QUICK WINS – real time feedback & actions. Meet 100% of core customer expectations DEVELOP STRATEGIES Customer insight, expectations map Local CE roadmap « OUTSIDE IN « PROCESSING DEFNE CUSTOMER VALUES LISTEN TO CUSTOMERS NPS, focus groups, surveys, TMK MARKET RESEARCH Global research, competition AIG GLOBAL INVENTORY Examples of things to do DWH (*) Store data 1 Customer data DESIGN CUSTOMER EXPERIENCE INTERNAL CHANGES * Reengineer business process around teams / Managers who have been given ownership * Executive support, internal communications to build commitment, understanding around implementing * Prepare our people with the skills and knowledge required to deliver our CE TECHNOLOGY (*) Need for trustworthy data to measure performance per program, impact on customer value + portfolio 2 Translate strategies into a comprehensive action plan to roll out across our business DEFINE INTERNAL DELIVERABLES Define and communicate what needs to be done Internally to deliver the experience proposition (*) Important steps to ensure the program will be measurable 3 Deliver new brand promise : inform our customers what they can expect from their experience with AIG DELIVER THE PROPOSITION Communicate to customers Show that we care LAUNCH PROGRAM Sustain & enhance performance CUSTOMER DASHBOARD (*) Impact of CE program : loyalty, account portofolio analysis, customer-centric KPI Build the infrastructure for a continuing communication with customers and use customer insight to define and enhance customer experience Closed Loop process – keep listening - continually refine and drive CE proposition