This work group created a digital roadmap for independent agents and their carriers to follow to deliver an outstanding customer experience ('CX') at each stage of the customers' journey -  one that stands out from what the competing distribution systems are able to offer. This workgroup documented the agent touchpoints which prospects and clients experience across their research, buying, renewal, and advocacy journey.  This led to the development of an online CX Planning website that agencies can use to understand their current CX position, then create a customized plan that provides recommendations with resources.  

 

Click here to access the ACT 'CX Planning website'