The property and casualty insurance market is a highly regulated marketplace and can be slow to change in some regards; however, our customers’ technical acumen is changing rapidly. How can we continue to maintain our strong personal relationships with our agents and insureds as well as meet our customers’ needs in the age of a self-service society? Can we be agile and adjust as quickly as our customers’ need us to? How do we improve our business processes to maintain exceptional customer service? Carolyn and Brenda will walk you through their organization’s journey taking a holistic view of both their internal and external customers.

Learning Objectives:

• The importance of the internal customer in maintaining our company’s brand
• ROI based on both the internal and external customer experience
• Who owns customer experience and why collaboration is the key
• Understand the value of each CX and UX tool and techniques we used