For Customer Experience Professionals

Primary Analyst Photo	Document Information	Rate this Document
	July 10, 2009 Auto Insurers' Cross-Channel Experience, 2009 An Industry Look At This Year's Best And Worst Of Cross-Channel Design by Bruce D. Temkin with Adele Sage, Andrew McInnes, Rachel Zinser

This is an excerpt

Executive Summary

As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large auto insurers — 21st Century Insurance, Allstate Insurance, Geico, and State Farm. Overall, the auto insurers performed fairly well relative to the other industries, but they didn't come close to cross-channel excellence. Geico, propelled by its online experience, was the highest scoring insurer. While each auto insurer suffered from its own set of problems, our research also uncovered a number of good practices, such as Allstate's virtual agents, 21st Century's informative emails, and State Farm's Web-to-agent transitions. To improve cross-channel experiences, customer experience professionals should evaluate their firms' experiences and then chart a path on the customer experience journey.

TABLE OF CONTENTS

• Examining The State Of Multichannel Auto Insurer Experiences

RECOMMENDATIONS

• Improve Your Firm's Multichannel Experiences
• Supplemental Material
• Related Research Documents

This is an excerpt

Buy Risk-Free

Price: US $499

Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.

Already a Forrester Client?
Log in to read this document.