The award, which recognizes global CX leaders who have made a profound impact on their organization and its customers, was presented to Windon for the success of AGCS’ global CX program, powered by Qualtrics’ Experience Management Platform.

The award is recognition for Windon’s role in shaping and managing AGCS’ True Customer Centricity (TCC) program – Allianz’s customer experience program which covers 22 countries, 16 languages and represents some $7.6 billion in premiums.

Run on the Qualtrics Experience Management Platform, the program allows AGCS to monitor and respond to customer feedback in real-time, using their +12,000-strong client and broker database to gather insights and drive actions to improve the experience for their customers.

“It has been a phenomenal opportunity to build and shape a global program from the ground up, in an industry that is rapidly recognizing the importance of customer experience,” said Allison Windon, Director of Customer Experience at Allianz Global Corporate and Specialty. “I am proud to work for an organization that puts the customer at the heart of everything we do. And I am committed to working with my peers to advance the body of knowledge in the B2B space. Many thanks to the AGCS team for bringing this program to life, to Qualtrics for their partnership, and to the CXPA for this honor.”

The TCC program has transformed how AGCS thinks about its customers and is driving real change. The program has seen year-on-year increases in NPS and the launch of new products and processes across the group in response to the insights gathered. The AGCS CX program puts customer experience at the center of every employee’s thinking, whatever their role in AGCS.

“I can’t think of a more deserving winner of this award. Allison has shown real leadership and commitment to driving change at AGCS through this program. She’s been instrumental in creating a program for success – from program design to integrating Qualtrics with AGCS’ CRM to help them close the loop with their customers,” said Luke Williams, Head of CX at Qualtrics. “Allianz’s TCC program is a great example of how, with the right technology in place and passionate people driving it, organizations can translate customer insights into new initiatives and new products that not only put the customers at the heart of what they do but also drive value back to the bottom line.”