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What’s a great, competitively differentiated customer experience really worth to an insurance provider?
It’s a question that many in the industry struggle with, and it was the spark that led to our very first industry-specific Customer Experience (CX) ROI Study, focused on the Auto and Home Insurance sector.
That was two years ago, and we’ve now revisited the analysis. The results are as eye-opening as ever.
Not only do Insurance Customer Experience Leader firms continue to outperform their Laggard counterparts, but the margin of outperformance has widened considerably.
The competitive edge enjoyed by Insurance Customer Experience Leaders is not just real, it is strengthening.
