CX Case Study

Insurance: Customer Experience Management

How One Top-Name Insurance Company Revitalized Relationships with Customers

One insurer had disappointing scores on a J.D. Power and Associates customer perception survey–and knew they must act. The company partnered with eTouchPoint to identify and benchmark critical customer experience (CX) measures.

To improve CX, eTouchPoint identified root causes of customer unhappiness and processes for identifying customers at risk for churn. In addition, eTouchPoint tracked CX feedback at the employee level to increase opportunities for coaching. 

Our case study “Insurance: Customer Experience Management” details critical CX gains the insurance company made in less than one year. Learn about improvements in:

• Clarification of factors driving customer dissatisfaction–and practices to remedy these issues

• Identification of likely-to-defect customers

• Measurement of employee and company CX performance to keep a pulse on customer sentiment