Prioritizing customer experience and security at the forefront for BNP Paribas Cardif
BNP Paribas Cardif and Intesa Enhance MyCardif Portal for Improved Customer Experience
In 2020, BNP Paribas Cardif, one of Italy's largest insurance companies, partnered with Intesa to redesign their customer portal, MyCardif. The redesign focused on usability, aiming to establish new touchpoints with customers and consistently offer an optimal level of service.
The updated MyCardif portal introduced several innovative technologies and customer-centric features. Advanced security measures, such as multi-factor authentication and end-to-end encryption, were integrated to safeguard customer data and transactions, ensuring higher protection against cyber threats.
The portal was also redesigned with a clean, intuitive interface that offers easy navigation and accessibility, making it simpler for customers to manage policies and services without confusion. Personalized customer experiences were enhanced through AI-driven analytics, providing tailored notifications, recommendations, and reminders.
MyCardif was optimized for mobile devices, enabling customers to access their accounts seamlessly on smartphones and tablets. Real-time assistance and support were integrated through chatbots and live customer support features, ensuring customers receive immediate help. Enhanced tools for viewing, modifying, and renewing insurance policies streamlined customer interactions, reducing administrative overhead.
The collaboration with Intesa has resulted in significant improvements in customer satisfaction and loyalty. Today, 95% of users choose digital identity-based authentication and login, and registrations have tripled. The close collaboration has led to a Net Promoter Score (NPS) above 60 and a Global Satisfaction Score (GSS) close to 100.
The MyCardif customer journey is being redesigned to simplify and speed up the process of submitting claims and uploading documents. During the registration process, customers are guided by a voice assistant to complete the video-selfie authentication process.
Customer experience is just one side of the equation; technological stability and security are equally crucial for the future evolution of the service. BNP Paribas Cardif was one of the first insurers to introduce smart selfie recognition, which was later upgraded to enable digital identity-based authentication and login, driven by the pandemic and the rapid adoption of SPID.
BNP Paribas Cardif recognizes the importance of collaborating with highly specialized external partners to balance these needs. The financial and insurance sector has a history of adopting innovative technologies to offer customers simple and intuitive experiences while meeting high expectations in a highly regulated environment where security and compliance are essential requirements.
Looking ahead, BNP Paribas Cardif and Intesa are exploring new onboarding solutions and the next evolutions of digital wallets, within the ecosystem they have created. The company aims to continue leveraging these architectures for future service evolution, maintaining a top-tier service that is accessible, inclusive, and secure.
An interview with Aziendabanca was conducted on December 2, 2024, to discuss these updates and future plans for MyCardif.
- The redesigned MyCardif portal, a collaborative effort between BNP Paribas Cardif and Intesa, now incorporates cutting-edge technologies such as AI-driven analytics, multi-factor authentication, and digital identity-based authentication, aiming to deliver an unparalleled customer experience in the realm of finance and insurance.
- Moving forward, BNP Paribas Cardif, in partnership with Intesa, aspires to further innovate in the digital domain, exploring solutions like advanced onboarding methods and the development of digital wallets, as part of their ongoing commitment to offer an accessible, inclusive, and secure experience for their clients.
