How insurance companies can decide on which CX Metrics to use

ANDI DOMINGUEZ | August 7, 2019

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In most organizations, including insurance, it is difficult to get agreement on which metrics should be used to proactively monitor, measure and improve CX. This is further complicated when you consider that the range of possible CX metrics is extensive. For example, the majority of large organizations with revenue of more than $1 billion (or the equivalent) use more than 50 CX metrics—some use as many as 200. To decide on which metrics matter most in terms of relative impact on the customer, insurance companies can employ a 4-step process.

Spotlight

ASI

ASI is the 15th largest homeowner’s insurance carrier in the United States. Through a network of independent agents, the company offers home, condo, renters, dwelling fire, and flood insurance in over half the country. Umbrella coverage is offered in select states. ASI is known for its financial stability, agent-friendly service and responsive claims organization. The company has been ranked as one of Florida's Best Companies to Work for by Florida Trend for eight consecutive years.

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ASI is the 15th largest homeowner’s insurance carrier in the United States. Through a network of independent agents, the company offers home, condo, renters, dwelling fire, and flood insurance in over half the country. Umbrella coverage is offered in select states. ASI is known for its financial stability, agent-friendly service and responsive claims organization. The company has been ranked as one of Florida's Best Companies to Work for by Florida Trend for eight consecutive years.

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