In-Language Digital Customer Experience Research

Proprietary Enterprise Research

Mixed Methods | Strategic, qualitative research 

• Led comprehensive study combining vendor research analysis, agent interviews, and multicultural insights to understand non-English speaking customers’ claims journey experiences. 

• Partnered with multicultural and digital teams to identify opportunities for improving in-language digital tools, synthesizing insights into actionable recommendations for business investment. 

• Impact: Research findings drove strategic decisions for expanding digital accessibility across language barriers that would improve non-English proficient customer claims experiences. Research articulated a return on investment in providing in-language services to customers and agents servicing Auto and Homeowners claims.