The Customer Experience Work Group
The objective of this work group is to create a digital roadmap for independent agents and their carriers 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 work group has documented the agent touchpoints which prospects and clients experience across their research, buying, renewal, and advocacy journey. This lead to the development of a Customer Experience Journey Recommendations
In August 2018, the CX work group created an online CX Planning website
that agencies can use to understand their current CX position, then create a customized recommendations plan that provides recommendations with resources.
2021 Strategy Update: The work group has now working enhanced the CX website to include online interactive CX assessment and project planning tools, as well as an "Agency Chatbot 'How-To' Guide". Next, the CX work group is working to create usable insights on the ROI of CX & digital improvements to help make the case for more implementations, as well as a snapshot of a digital agency in 2021.
Let us know if you would like to join the conversation! Contact ACT@iiaba.net.
Co-Chairs: Stacie Cooper (Safeco/Liberty Mutual), and Dina Buxton (Crane Agency)
to access the ACT 'CX Planning website