Problem
Liberty Insurance wanted to strengthen its “Customer First” philosophy and bring every employee from branch offices to senior leadership closer to the voice of the customer. Especially focusing on the fact that customer experience is not just the responsibility of “customer-facing teams” but all teams in the pipeline. The challenge was to sustain excitement and fresh engagement year after year, ensuring that the CX message remained relevant, relatable, and actionable.
Solution By Extramileplay
Each year, we conceptualized and executed immersive CX Weeks combining virtual games, empathy-building simulations, themed communication campaigns, leadership sessions, and on-ground celebrations. Each year carried a new central theme focusing on listening, empathy, and service excellence delivered through creative storytelling, contests, and real customer success spotlights.
