Sun.Jun 23, 2024

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Top 5 Customer Service & CX Articles for Week of June 24, 2024

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Customer Experience Gets Worse. Again. by Katie Deighton (The Wall Street Journal) The average customer experience rating of U.S. companies hits a new low amid inflation and fallible customer-service chatbots.

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Mid-market brokers and intermediaries will continue to drive insurance M&A

West Monroe

Along with deal-making across a number of industries, merger and acquisition deal volume in the insurance space slowed over the past several years. According to S&P Global Market Intelligence data, the number of private equity and venture capital deals, in particular, dropped 28% in 2023, as investors grappled with high interest rates. However, over one-half of the total 2023 deal value for PE-backed insurance transactions involved brokers.