InMoment XI

MAY 3, 2022

Insurance brands have a unique set of challenges to overcome in order to find the valuable customer experience (CX) data they need to improve experiences. Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high.

Insurance 493

Insurance Return on Investment Voice of Customer ROI 493

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. Formal onboarding strategies and programmes (Figure 3) yield a very good return on investment (ROI).

Customer Experience 53

Customer Experience Sales Customers ROI 53

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. Formal onboarding strategies and programmes (Figure 3) yield a very good return on investment (ROI).

Customer Experience 49

Customer Experience Sales Customers ROI 49

SmartKarrot

APRIL 21, 2022

The CMO knows the voice of customer and can manage the customer marketing operations accordingly. Listening to the market and voice of customer Define marketing strategies to meet goals Liaising with other teams to meet market demands Plan the marketing operations and functions to project voice.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

SmartKarrot

APRIL 21, 2022

The CMO knows the voice of customer and can manage the customer marketing operations accordingly. Listening to the market and voice of customer Define marketing strategies to meet goals Liaising with other teams to meet market demands Plan the marketing operations and functions to project voice.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), I would say that’s happening minute by minute in the organization.” – North American Insurance Provider.

2015 97

2015 Multi-Channel 2014 CEM 97

Pointillist

AUGUST 26, 2019

But, most voice of customer (VoC) platforms calculate NPS without considering when it was captured within each customer’s unique journey. You need to know where NPS is being measured within each customer’s end-to-end customer journey to truly understand its root cause.

NPS 79

NPS Net Promoter Score ROI Measurement 79