Prioritizing Customer Experience and Enhanced Security at BNP Paribas Cardif
BNP Paribas Cardif, one of Italy's leading insurance companies, has recently updated its customer portal, MyCardif, to provide an improved user experience with a focus on security and innovation. The updates include smart selfie recognition, digital identity-based authentication, and a customer-centric design.
Smart Selfie Recognition
The new MyCardif portal employs advanced facial recognition technology, allowing customers to quickly and securely verify their identity using a selfie. This technology streamlines the onboarding process, making identity verification faster and more convenient without compromising security. During the video-selfie authentication process, customers are guided by a voice assistant.
Digital Identity-Based Authentication
MyCardif integrates robust digital identity verification methods, including biometric authentication and multi-factor authentication. These measures ensure that only authorized users can access sensitive insurance and financial information, thereby enhancing security while streamlining user access.
Customer-Centric Design
The redesigned MyCardif portal is built around the needs of customers. It offers an intuitive, easy-to-navigate interface that simplifies policy management, claim submissions, and communication with BNP Paribas Cardif. The portal emphasizes accessibility and responsiveness on multiple devices, ensuring a seamless digital experience.
These enhancements reflect BNP Paribas Cardif’s commitment to leveraging technology for improved security and user experience within their digital insurance offerings. The collaboration with Intesa, which began in 2025, covers every aspect of the service upgrade through regular and ongoing service level agreements (SLAs) and constant data analysis.
A Successful Redesign
The redesign of MyCardif, which occurred around 2020, focused on usability. The goal was to maintain a top-tier service that is accessible, inclusive, and secure. According to Roberta Avanzini, Head of Customer Experience and Innovation at BNP Paribas Cardif, the project has been successful, with 95% of MyCardif users choosing the digital identity-based authentication method, and registrations having tripled.
The Net Promoter Score (NPS) for BNP Paribas Cardif consistently reports above 60, and the Global Satisfaction Score (GSS) is close to 100, indicating high customer satisfaction with the new MyCardif portal.
The financial and insurance sector is known for its early adoption of innovative technologies to offer simple and intuitive experiences while ensuring security and compliance. The enhancements made to MyCardif align with BNP Paribas’s broader digital innovation strategy across their global operations.
With these updates, BNP Paribas Cardif continues to lead the way in digital innovation within the insurance industry, providing customers with a secure, user-friendly, and convenient experience.
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