Faced with increasingly commoditized markets, more and more insurers are launching customer experience improvement programs to differentiate themselves. However, there’s something many of these companies don’t yet realize: The vast majority of their programs will fail.

Executive Summary

The vast majority of customer experience improvement programs will fail, says Watermark Consulting's Jon Picoult. Not only do these failures cost a lot of time and money, they could cause a company to lose credibility with employees or even customers. Here, Picoult offers three markers that indicate your company has the executive commitment necessary for the program to succeed.

In a survey of more than 1,000 companies by communications provider Avaya, an astounding 81 percent indicated that their customer experience improvement programs had failed to deliver results.

That’s a lot of companies wasting a lot of time and money on something that isn’t working.

What’s worse, given how these failures typically play out, companies end up losing more than just their investment in a better customer experience. They also lose credibility—in the eyes of their employees, and potentially even their customers.

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