Health Insurers Still Struggle To Deliver Positive Multichannel Customer Experiences
Why Insurers Need To Raise Their Customer Experience Game
August 15, 2011
Why Read This Report
In a world of proliferating communication and service channels, health insurers are increasingly adding new touchpoints in efforts to satisfy customers and complement existing channels. But consumers say that these new information avenues are not delivering satisfactory experiences. Because satisfaction and dissatisfaction cross channel boundaries, customer experience professionals must look well beyond single-channel experience design strategies and start identifying — and addressing — the root causes of customer dissatisfaction.
Already a Client?
Log in to read this document.
Become a Forrester Client
Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase