BNP Paribas Cardif: customer experience and security first
Success stories told by our clients
The financial and insurance sector has always stood out as a pioneer in adopting innovative technologies. This is not just a strategic choice but also a response to a complex challenge: offering customers simple and intuitive experiences while meeting their high expectations in a highly regulated environment where security and compliance are essential requirements. To balance these needs, even the most established companies recognize the importance of collaborating with highly specialized external partners.
With this in mind, BNP Paribas Cardif, one of Italy’s largest insurance companies, launched a project a few years ago to review and update its customer portal, MyCardif. The goal was to maintain a top-tier service that is accessible, inclusive, and secure. Roberta Avanzini, Head of Customer Experience and Innovation, shared the project’s background and results during a webinar organized with Intesa, a Kyndryl Company, and in a subsequent interview with Digital4: “Our goal was to take a qualitative leap in the customer experience we offered while maintaining a strong focus on security—an element that has always been embedded by design in the platforms we introduce, respecting the sensitive data we exchange with our customers.”
MyCardif is BNP Paribas Cardif’s dedicated customer portal. Today, thanks to its collaboration with Intesa, BNP Paribas Cardif customers—after signing an insurance contract through the network of distribution partners—can access the service with just a few clicks. They can check their policies, download tax certificates, request a claim opening, and track its progress over time. MyCardif has been available to customers for many years, but around 2020, BNP Paribas Cardif, together with Intesa, launched a redesign focused on usability. As a result, BNP Paribas Cardif was one of the first insurers to introduce smart selfie recognition. Later, driven by the pandemic and the rapid adoption of SPID, the service was upgraded to enable digital identity-based authentication and login. Today, 95% of users choose this method, and registrations have tripled.
To ensure a truly customer-centric experience, every detail has been carefully designed. In the insurance sector, filing a claim often coincides with stressful or difficult moments in customers’ lives, when they need maximum support. That’s why, during the registration process, customers are guided by a voice assistant to complete the video-selfie authentication process. Additionally, the MyCardif customer journey is being redesigned to further simplify and speed up the process, allowing customers to submit claims and upload documents directly through their account. “We worked with Intesa specifically on the platform’s User Experience and accessibility, and the result has clearly benefited the overall Customer Experience. This is evident from our customer satisfaction monitoring system, which consistently reports a Net Promoter Score (NPS) above 60 and a Global Satisfaction Score (GSS) close to 100,” said Roberta Avanzini.
The close collaboration with Intesa, structured through regular and ongoing service level agreements (SLAs) and a constant analysis of data from BNP Paribas Cardif and Intesa platforms, covered every aspect of the service upgrade. Avanzini continued: “Working with Intesa allowed us to simplify the transition process for customers moving from the previous personal area to MyCardif. This enabled us to introduce new operational functionalities, supported by a solid architecture in terms of customer recognition, privacy, and data security.”
Customer experience is just one side of the equation—technological stability and security are equally crucial. These are the fundamental pillars for the future evolution of the service: “Over the years, we have built the architectures we want to continue leveraging. That’s why, together with Intesa, we are looking at new onboarding solutions and the next evolutions of digital wallets, always within the ecosystem we have created. Our goal is to establish new touchpoints with our customers and consistently offer an optimal level of service,” concluded Roberta Avanzini.
Interview with Aziendabanca, December 2, 2024.
