Did you know a whopping 86% of customers are willing to pay more for a great customer experience? In today’s crowded marketplace, a good product just isn’t enough. You need to create experiences that resonate with your customers and leave them wanting more.

This blog post will show you how prioritizing customer experience (CX) can be the key to unlocking business growth with great customer experience. We’ll delve into the ‘why’ and ‘how’ of creating valuable experiences and share some real-world examples of how we’ve helped businesses like yours achieve remarkable results.

Customers Rules

Remember the days when customers had limited choices? Those days are gone. Today, consumers have numerous options, and they’re not afraid to switch brands if their expectations aren’t met.

The key to success in this new era lies in creating memorable experiences that go beyond simply selling a product or service. It’s about building relationships, solving problems, and making your customers feel valued.

What Makes an Experience “Valuable”?

A truly valuable customer experience is more than just a pretty website. It’s a combination of factors that leave your customers feeling happy, supported, and empowered. Here’s what makes the difference:

Solves a Real Problem: Your offerings should address a genuine need or pain point your customers face.
Frictionless and Fun: Customers crave seamless interactions across all touchpoints, whether it’s your website, app, or customer service.
Positive Emotions: A great experience should evoke positive emotions like delight, satisfaction, or even a sense of empowerment.
Loyalty for Life: When customers feel valued and understood, they’re more likely to become repeat buyers and brand advocates.

Pro Tip: Put yourself in your customer’s shoes. What would make your experience with a company truly exceptional?

The Business Case for Happy Customers

Investing in valuable customer experiences isn’t just about creating positive feelings. It’s a strategic move with a proven track record of boosting your bottom line:

More Money in the Bank: Happy customers spend more. Studies show that companies that excel at CX generate up to 65% higher customer lifetime value [Source: Zendesk].
Less Customer Churn: Loyal customers stick around, reducing churn and saving you money on customer acquisition.
Brand Reputation: Positive experiences create positive word-of-mouth marketing, your most powerful advertising tool.
Standing Out from the Crowd: In a crowded market, a superior customer experience sets you apart from the competition.

We Don’t Just Talk the Talk, We Walk the Walk

At MantraLabs, we’re passionate about helping businesses unlock the power of exceptional customer experiences. Here are just a few examples of how we’ve turned frowns upside down and driven real results for our clients:

From Frustration to Loyalty: We assisted a leading insurance company in South Asia in completely overhauling its digital customer journey. The result was a remarkable 9x increase in digital growth.
Applause for Our App: Through meticulous user experience optimization, we boosted the user rating of a BFSI app by an impressive 24%. Now, customers are singing its praises!

How We Do It:

Our approach is data-driven and built on a deep understanding of your customers:

Customer Whisperers: We immerse ourselves in your customers’ world, mapping their journeys and identifying key pain points.
Digital Delight: We design user-friendly interfaces that make interacting with your brand a joy.
Data-Driven Decisions: We track key metrics and constantly refine the experience based on what the data tells us.

The Future is CX-Centric

In today’s hyper-competitive landscape, providing valuable customer experiences is no longer a luxury, it’s a necessity. At MantraLabs, we have the expertise and proven track record to help you transform your customer interactions and unlock the full potential of your business.

Ready to turn satisfied customers into raving fans? Let’s chat!

NPS in Insurance Claims: What Insurance Leaders Are Doing Differently

By : Divyanjali Gupta

Published on Jul 24, 2025

Customer Experience CX Insurance NPI In Insurance

Claims are the moment of truth. Are you turning them into moments of loyalty?

In insurance, your app interface might win you downloads. Your pricing might drive conversions.
But it’s the claims experience that decides whether a customer stays—or leaves for good.

According to a survey by NPS Prism, promoters are 2.3 times more likely to renew their insurance policies than passives or detractors—highlighting the strong link between customer advocacy and retention.

NPS in insurance industry is a strong predictor of customer retention. Many insurers are now prioritizing NPS to improve their claims experience.

So, what are today’s high-NPS insurers doing differently? Spoiler: it’s not just about faster payouts.

We’ve worked with claims teams that had best-in-class automation—but still had low NPS. Why? Because the process felt like a black box.
Customers didn’t know where their claim stood. They weren’t sure what to do next. And when money was at stake, silence created anxiety and dissatisfaction.

Great customer experience (CX) in claims isn’t just about speed—it’s about giving customers a sense of control through clear communication and clarity.

The Traditional Claims Journey

Forms → Uploads → Phone calls → Waiting
No real-time updates
No guidance after claim initiation
Paper documents and email ping-pong

The result? Frustrated customers and overwhelmed call centers.

The CX Gap: It’s Not Just Speed—It’s Transparency

Customers don’t always expect instant decisions. What they want:

To know what’s happening with their claim
To understand what’s expected of them
To feel heard and supported during the process

How NPS Leaders Are Winning Loyalty with CX-Driven Claims and High NPS

1. Real-Time Status Updates

Transparency to the customer via mobile app, email, or WhatsApp—keeping them in the loop with clear milestones.

2. Proactive Nudges

Auto-reminders, such as “upload your medical bill” or “submit police report,” help close matters much faster and avoid back-and-forth.

3. AI-Powered Document Uploads

Single-click scans with OCR + AI pull data instantly—no typing, no errors.

4. In-the-Moment Feedback Loops

Simple post-resolution surveys collect sentiment and alert on issues in real time.

For e.g., Lemonade uses emotional AI to detect customer sentiment during the claims process, enabling empathetic responses that boost satisfaction and trust.

Smart Nudges from Real-Time Journey Tracking

For a leading insurance firm, we mapped the entire in-app user journey—from buying or renewing a policy to initiating a claim or checking discounts. This helped identify exactly where users dropped off. Based on real-time activity, we triggered personalized notifications and offers—driving better engagement and claim completion rates.

Tech Enablement

Claims Orchestration Layer: Incorporates legacy systems, third-party tools, and front-end apps for a unified experience.

AI & ML Models: For document validation, fraud detection, and claim routing, sentiment analysis is used. Businesses utilizing emotional AI report a 25% increase in customer satisfaction and a 30% decrease in complaints, resulting in more personalized and empathetic interactions.

Self-Service Portals: Customers can check their status, update documents, and track payouts—all without making a phone call.

Business Impact

What do insurers gain from investing in CX?

A faster claim is good. But a fair, clear, and human one wins loyalty.

And companies that consistently track and act on CX metrics are better positioned to retain customers and build long-term loyalty.

At Mantra Labs, we help insurers build end-to-end, tech-enabled claims journeys that delight customers and drive operational efficiency.
From intelligent document processing to AI-led nudges, we design for empathy at scale.

Want a faster and more transparent claims experience?

Let’s design it together.
Talk to our insurance transformation team today.

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