Customer Labs

Customer Labs is responsible for developing IAG’s customer experience strategy using a deep understanding of customer data and insights.

Our customer understanding enables us to design product, pricing and marketing innovations. Customer Labs is also responsible for digital innovation across IAG, including identifying and harnessing disruptive technology; building digital apps and ecosystems; brand architecture; human centred design; and new business incubation and venturing.

This year, Customer Labs:

• began to analyse the correlation between advocacy and customer behaviour to help us identify and prioritise investment into initiatives that improve customer experience
• established the IAG Customer Connections Program;
• used open source technologies to deliver a simplified, consolidated data platform that allows customers to interact with IAG in more engaging and personalised ways, winning a Red Hat 2018 Innovation Award;
• completed extensive testing and reinforcement of its data platform to ensure best practice in data security, governance and risk management;
• deployed IAG’s world-class pricing capability, which relies on machine learning and real-time pricing models, across the core personal lines insurance portfolios in Australia;
• delivered the first viable product in the redesign of the motor recovery journey: the tracking of the motor repair status and associated customer notification; and
• oversaw Firemark Ventures’ work to assess 185 opportunities and make five investments.