Case Study

Delta Dental: Differentiating Through CX To Avoid A Race To The Bottom

How A Major Insurance Provider Brought Business Discipline To CX

April 3rd, 2024
Katy Cobian, VP, Executive Partner
Katy Cobian VP, Executive Partner
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
Lisa Nakano, null
Lisa Nakano
With contributors:
Rick Parrish , Dave Frankland , Maria Alexandrou , Ellen Lind

Summary

Delta Dental of Virginia wanted to establish a customer experience (CX) discipline to maintain and grow its market share. This case study outlines how, in the early days of its CX practice, the company overcame lean budgets and a complex ecosystem by aligning the organization, partnering to unlock quick wins, and investing in essential CX capabilities that were rightsized to its CX budget and objectives.

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