Education

: the key factor in developing Livo’s customer journey

Abstract

This dissertation Education: The Key Factor in Developing Livo’s Customer Journey under Professor Rute Xavier’s supervision, explores how education can enhance Livo’s customer journey in integrating energy-efficient solutions into Ageas Portugal's insurance offerings. A mixed-methods approach was used to evaluate strategies, understand barriers, and uncover cross-selling opportunities. The research highlights the need to address two primary barriers: lack of consumer knowledge and financial constraints. Educational campaigns and clear communication can bridge awareness gaps, encouraging informed decisions. Moreover, emphasizing long-term cost savings and offering financing options could mitigate financial challenges. Key findings show that integrating Livo’s sustainable solutions with multi-risk insurance packages can elevate customer satisfaction and loyalty. Recommendations are structured around three phases of the customer journey, in the pre-purchase phase to build awareness through targeted campaigns, educational materials, and modular solutions tailored to diverse customer profiles. In the purchase phase to simplify decision-making with transparent pricing, and bundled incentives emphasizing long-term savings. In the post-purchase phase to reinforce trust with follow-up protocols, performance reports, and personalized service updates. The study concludes that aligning sustainability with insurance offerings presents significant opportunities for value creation. By addressing informational and financial barriers, Livo and Ageas can redefine the customer experience, enhancing loyalty and contributing to a sustainable future.

Date of Award	29 Jan 2025
Original language	English
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Rute Xavier (Supervisor)