It's a customer experience fact: everyone who calls customer service wants to talk to a human being. They mash 0 to avoid self-service. They tweet at the company when they're on hold. They try to contact someone, anyone who can answer their question.
Call centers are broken. And unless someone does something about it, contact centers will continue to be the villains of the customer service world, funneling organizations' cash into a black hole, and sucking the life out of customers who are waiting on hold.
We used to talk about "customer service". What happened to that? We started thinking bigger. Clients still get "service" from us. But we've learned to zoom out and consider all of the ways businesses and customers connect. We now consider the entire experience. Especially now that we are in the digital age. Wikipedia defines Customer Experience as: Customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touch-points the customer interacts with, and the environments the customer experiences (including digital environment) during their experience. Wikipedia Improving the entire customer experience is important for all businesses. What makes it different for insurance companies?