Faced with increasingly commoditized markets, more and more insurance and financial 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 more than 1,000 companies by communications provider Avaya, an astounding 81% indicated that their customer experience improvement programs had failed to deliver results.
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Denny Jacob
Denny Jacob is an associate editor for NU PropertyCasualty360. Contact him at [email protected].
