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Are you wasting money on customer experience?

More insurance providers are launching customer experience improvement programs to differentiate themselves -- but the vast majority of their programs will fail.

By Jon Picoult | Updated on March 27, 2017
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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

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