Activating the CX Ecosystem with Systems of Insight: A Spotlight on Insurance

Excellent customer experience (CX) boosts a business’ revenue and profitability. However, most companies fail to engineer a holistic CX ecosystem and therefore, lack the agility and creativity needed to build genuinely valuable customer experiences.

In this whitepaper, Criticaleye Partner, Cognizant, follows up their research on CX in the insurance industry. This research demonstrates the progress insurance companies have made in harnessing insights and delivering excellent customer experiences.

Key findings include:

• Insurance leaders are prioritising providing employees and partners with the right insight and resources to frame effective decision-making around customer needs.
• Companies that invest budget, time and effort into their CX ecosystems are seeing improvements in revenue, customer loyalty and business efficiencies.
• Nearly a third (32 percent) of insurance respondents reported that their organisations are currently building roadmaps, to proactively anticipate the ways in which employees’ roles will need to evolve to meet future customer needs.