Making the Case for Customer Experience
Some companies are building a solid business case for investing in the customer experience by correlating customer metrics to revenue losses and gains.
To combat churn and to move the customer experience forward, Farmers Insurance constantly seeks ways to improve its service delivery, particularly claims processing, to customers for all insurance product lines, from auto to personal property.
As part of those efforts, Stuart Maclean, director of claims IT, successfully appealed to senior executives to invest in a unified claims management system from Pega in 2010 by first looking at the core competencies in the organizations that affect the customer experience and presenting the numbers around those experiences.
