Whitepaper

Insurance agent attrition is significantly higher than the BFSI industry average. While salary may be a factor, many agents are underequipped to deliver the meaningful conversations customers expect.  

The customer experience has never been more important to insurance agencies. In fact, it’s fast becoming the key to competitive advantage in almost every industry. And with the recent economic downturn causing contact centers to be closed and consolidated, there’s never been a better time for new technologies and digital-first engagements to show their worth.

After sustained social and economic disruption worldwide, many emerging customer experience (CX) trends that would likely have taken years to mature have been fast-tracked into everyday retail.  

As the lines blur between online shopping and brick and mortar retailers, and popular high-street brands switch to e-commerce models, customer expectations are changing too. Today, retailers are expected to deliver the same outstanding experiences across all channels – whether digitally or in-store.  

Customer experience is hugely important in retail. With digital-first pioneers like Amazon providing innovative, satisfying experiences at the stage of the customer journey – and through every digital channel – the bar is now raised for everyone. Only the retailers that differentiate their brand through CX will thrive in retail’s competitive landscape.  

Connect with your customers with an all-in-one, omnichannel cloud contact center solution for self-service IVR, chat, email, social and more. Genesys Cloud CX is designed to exceed modern customer expectations, built on state-of-the-art technology, so you can deliver exceptional customer experiences, easily. Genesys Cloud CX Features: Omnichannel Engagement Advanced Routing Speech-enabled IVR Outbound Campaigns Reporting

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