Faced with increasingly commoditized markets, more and more insurance providers are launching customer experience improvement programs to differentiate themselves. However, there's something many of these companies don't yet realize: the vast majority of their programs will fail.
In a survey of over one thousand companies by communications provider Avaya, an astounding 81 percent indicated that their customer experience improvement programs had failed to deliver results
Those are a lot of companies wasting a lot of time and a lot of money on something that isn't working.
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