Enhanced Customer Experience and Prioritized Data Security with BNP Paribas Cardif
In a significant move towards digital transformation, BNP Paribas Cardif, one of Italy's leading insurance companies, collaborated with Intesa to update its customer portal, MyCardif, in 2025. The redesign, launched around 2020, focused on enhancing usability and providing a top-tier, accessible, inclusive, and secure customer experience.
Pioneering the use of innovative technologies, BNP Paribas Cardif was one of the first insurers to introduce smart selfie recognition. This cutting-edge technology, now integrated into MyCardif, offers a seamless and secure verification process for customers. The voice assistant guides users through the video-selfie authentication process, ensuring a smooth and user-friendly experience.
Driven by the pandemic and the rapid adoption of SPID, the service was upgraded to enable digital identity-based authentication and login. This advancement further simplifies the customer journey, allowing users to access their policies, download tax certificates, request a claim opening, and track its progress with just a few clicks.
The close collaboration with Intesa covered every aspect of the service upgrade, from new onboarding solutions to the next evolutions of digital wallets. Regular and ongoing service level agreements (SLAs) were established to ensure the highest standards of service and security.
Today, 95% of MyCardif users choose this method, and registrations have tripled since the upgrade. The transition process for customers moving from the previous personal area to MyCardif was simplified, making it easier for existing customers to adapt to the new platform.
The goal of the MyCardif update was to establish new touchpoints with customers and consistently offer an optimal level of service. The customer satisfaction monitoring system consistently reports a Net Promoter Score (NPS) above 60 and a Global Satisfaction Score (GSS) close to 100, reflecting the success of these efforts.
With MyCardif, BNP Paribas Cardif continues to lead the way in digital innovation, offering a secure, user-friendly, and accessible platform for its customers. The company's commitment to digital transformation and customer service sets a high standard for the insurance industry.
To further enhance the digital customer experience, BNP Paribas Cardif integrated advanced technology into MyCardif, featuring the groundbreaking smart selfie recognition for secure verification and the voice assistant to guide customers seamlessly.
Building on this technological integration, the company partnered with Intesa to upgrade MyCardif's services, including digital identity-based authentication and login, and established regular service level agreements (SLAs) to maintain high service and security standards.
