press release

Execs In The Know & Genesys Release CX Viewpoints: Insurance; Industry-Focused Consumer Insight Research

PHOENIX, ARIZONA, US, (PRWEB) AUGUST 25, 2022 – Global customer experience (CX) industry leader Execs In The Know is proud to announce the release of CX Viewpoints: Insurance — A Survey of Retail Customers of Insurance Products. This research is released in partnership with Genesys, a global cloud leader in customer experience orchestration.

The 20-page report provides insights into the experiences and opinions of retail insurance customers within the United States. Survey results were gathered using an online, third-party platform and questions were framed specifically around customers of Home, Auto, Life, and Disability products. Although the data set is targeted to a particular industry, the report surfaces CX insights critically relevant to CX leaders across all verticals.

Survey results highlight the importance of the customer experience, particularly in its ability to bolster customer loyalty. In one result, 37% of survey respondents indicated “Excellent Customer Care” was the biggest factor in earning their loyalty, followed by “Low Cost/Discount” at (35%), “Trust” at 18%, and “Brand Reputation” at (8%).

Other survey questions examine topics including engagement preferences, opinions on the insurance industry, and feedback on recent engagements with insurers. The report covers 15 data points in total, along with demographical insights and commentary from industry experts.

CX Viewpoints: Insurance marks the launch of CX Viewpoints, a new series of reports devoted to industry-focused research,” said Susan McDaniel, Co-Founder and Chief Operating Officer of Execs In The Know. “Genesys, with expertise in CX technology and process improvement, proved to be an ideal collaborator in our quest for consumer insights. Once again, results show that CX strategies and operational outcomes play mission critical roles in achieving business success.”

“At Genesys, we believe that every moment matters. Every insurer should not only know their customers, but also understand them and provide them with what they need — at the right time,” said Manan Sagar. “We partnered with Execs in the Know to understand why, when, and how customers are interacting with their insurance carriers, agents, and brokers to help insurers in their journey to foster loyalty, retain customers, improve their combined operating ratio, and promote their brand in the experience economy.”

In addition to the release of CX Viewpoints: Insurance — A Survey of Retail Customers of Insurance Products, Execs In The Know frequently publishes CX-related research and content, including CX Insight magazine, published on a quarterly basis. The company will also soon be releasing the next volume in its CX Leaders Trends & Insights series at the company’s signature event, Customer Response Summit Coronado, October 24-26.

If you are a CX leader and would like to participate and/or contribute your voice to future CX-related research, please send a note expressing your interest to Susan McDaniel at Susan@ExecsInTheKnow.com.


About Execs In The Know

Execs In The Know brings together customer experience (CX) leaders from across industries in an effort to advance the conversation and set a new agenda for delivering amazing experiences for consumers. As a global community of the brightest minds in CX, Execs In The Know provides opportunities to learn, share, network, and engage to innovate. Operating under the motto, “Leaders Learning From Leaders,” Execs In The Know facilitates many opportunities for community engagement, such as its bi-annual national event, Customer Response Summit; virtual CX series, CustomerCONNECT; and the private, online community, Know It All

“KIA.” There are also exclusive, laser-focused engagements like industry briefings and executive roundtables. Execs In The Know also guides and informs the industry with a rich tapestry of CX-related content that includes CX Insight magazine, industry research, webinars, blogs, and much more.

To learn more about Execs In The Know, visit: https://www.execsintheknow.com/


About Genesys

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper-personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine, Genesys enables true intimacy at scale to foster customer trust and loyalty.

To learn more about Genesys, visit: https://www.genesys.com/