The Customer Experience Imperative
Carriers and brokers are struggling with fundamental changes in their roles as the go-to-market landscape transforms around them. With five generations now in the workforce in the tightest labor market seen in years, the demand for innovative and flexible employee benefits is also higher than ever. As margin compression continues, and competitive encroachment increases, the most critical path to success is to win on Customer Experience.
In an effort to identify which Customer Experience strategies are guiding Insurance businesses’ success, we analyzed real customer conversations, competitors, and client insights to uncover strategies we see the most successful companies adopting. What’s clear is that there are four mandates to building the most effective Customer Experience oriented organization.