Article

Improving The Customer Service Experience In The Insurance Industry

In the insurance industry, the customer service experience is on the decline. More and more customers turn to digital channels to select a policy and get their questions answered. But when it comes to digitalisation, insurance companies have some catching up to do.  The good news is that there are…

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Customer Satisfaction Metrics Explained: Customer Effort Score (CES)

Satisfied customers are central to the success of any business. But with different channels, touchpoints and complex customer journeys to keep track of, it’s not always easy to know how well you are doing. Customer satisfaction metrics are the best way to track your performance, giving you concrete numbers to…