Insurance companies should build community
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What if you could build a thriving customer community of 1,000+ engaged members—without offering a single incentive? Sounds impossible, right? Jenni Reijonen and her team at LocalTapiola, one of Finland’s largest insurance companies, did just that.
In the latest episode of The Experience Edge, Jenni pulls back the curtain on how they’re reshaping customer experience (CX)—not just tweaking it at the edges, but embedding it into the company’s DNA.
And no, this isn’t about just improving customer service. CX is bigger than that.
A few teasers from the episode…
No incentives, no problem – How did LocalTapiola convince over a thousand customers to actively collaborate, provide feedback, and co-create services—all without offering discounts or freebies? Jenni spills the secret.
Design thinking meets insurance – CX transformation in an industry as traditional as insurance? Jenni explains why design thinking has been a game-changer in shifting from system-first to customer-first development.
Breaking the system-centric mold – How do you move a company that’s been product-driven for decades toward true customer-centricity? (Hint: It’s not just about tools—it’s about mindset shifts and persistence.)
Celebrating the small wins – Transforming CX isn’t an overnight success story. Jenni shares how her team stays motivated, engaged, and committed—even when progress feels slow.
If you’ve ever struggled with making customer experience a true business priority (not just a buzzword), this episode is packed with real-world insights that might just change how you approach CX.
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