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
Lisa Nakano, null
Lisa Nakano
With contributors:
Rick Parrish , Dave Frankland , Maria Alexandrou , Ellen Lind


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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