For Customer Experience Professionals

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	February 17, 2010 Customer Experience Index 2010: Insurance Providers USAA Tops The List, But Liberty Mutual Insurance Gains Significant Ground by Bruce D. Temkin with William Chu, Shelby Catino	Average: 8  (1 rating)

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Executive Summary

Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, scoring those experiences in three areas: meets needs, easy to work with, and enjoyability. Based on these consumer responses, we calculated Forrester's third annual Customer Experience Index (CxPi) — ranking 133 firms in 14 different industries. In this document, we examined the 14 insurance providers on the list. For the third year in a row, USAA took the top spot in the industry. Led by a 28-point rise in its enjoyability rating, Liberty Mutual Insurance had the largest increase of any company in the entire CxPi. Since a modest improvement in customer experience can generate hundreds of millions of dollars in incremental revenue, insurance companies should accelerate their journey to Experience-Based Differentiation (EBD) in 2010.

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