Customer Experience Management: The Proof is in...
If you ask a company executive if customer experience (CX) matters to them, they will most likely say yes. But how do you get them to invest in and commit...
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In any industry characterized by stiff competition and high customer churn, the most successful companies are the ones who can distinguish themselves on more than just price. To do this in the insurance space, many companies have built brand promises on reliability.
But just as important as making a promise — keeping a promise.
The question then becomes: how do you ensure that every experience you deliver to your customers is aligned with what you’ve promised them?
Well, this is what Farmers Insurance has managed to achieve. As part of its transformational journey, Farmers has driven customer-centricity throughout its organization — with a multi-pronged approach that leverages customer, agent, and employee feedback.
On Thursday, April 9th at 10am PT / 1pm ET, Thomas Quill, Director of Consumer Research for Farmers Insurance, will join us for a live webinar to share details from his company’s journey. Among other topics, he’ll discuss how the 87-year-old insurance company is driving organization-wide customer focus using:
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