A How-To Guide To Improving Customer Experience
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Nathan Golia
Nathan Golia,
User Rank: Author
2/22/2013 | 5:35:33 PM
re: A How-To Guide To Improving Customer Experience
Interesting to see the similarities between banking and insurance in terms of the key areas of customer experience. Streamlined processes, a single customer view, and real-time processing are challenges insurers wrestle with as well.
Cara Latham
Cara Latham,
User Rank: Apprentice
2/22/2013 | 2:58:23 PM
re: A How-To Guide To Improving Customer Experience
Your point about providing a seamless transition from the online channel to the branch hit home. Customers (or at least in my own personal experience) may find certain rates or information about new accounts online, send in requests for more information, and have to go through the same process anyway when they get to the branch. Creating a process that does not frustrate, but rather makes everything easy is the best way to go.

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