The Customer Experience is Evolving
| Changing engagement paradigm | Disintegrated Customer journey | Poor CX comes at a high cost |
|---|---|---|
| Over 50% of customer searches for insurance carriers and service requests are now performed on mobile devices | While most organizations strive to deliver omnichannel CX, only 29% of them had seamlessly integrated channels as of 2023 | Customer churn due to declining loyalty and poor customer experiences represents $470 billion insurance premiums globally |
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