Comm100

MARCH 2, 2022

These findings are worrying for organizations across the board, especially those who appear to be investing heavily in the tools to deliver excellent CX and are failing to keep pace with their customer’s expectations. An Intentional Experience by Design. Set the expectation whenever possible. Building Agility into your CX Program.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

Responsetek

MAY 8, 2018

Should we focus on retail experience, online experience, or call centre experience? The insurance industry is a highly competitive market that relies on excellent service to keep customer satisfaction high. PTS within the first 12 months of program launch. Industry Story – Strategy.

CEM 40

CEM Strategy Insurance Abandon Rate 40

Pointillist

JUNE 15, 2018

By taking this analytics-driven step, the customer is far less likely to experience any issues and the company is much more likely to retain them. Track Customer Satisfaction Along the Entire Journey. A happy customer is much more likely to stay than an unhappy customer, right?

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110