The September 2022 Aite-Novarica report Insurer CX Strategies: Comparing Agencies and Carriers by Paul Legutko, John Keddy, and Eric Weisburg explores how insurers prioritize and execute customer experience initiatives. It examines organizational commitment, budgets, team structures, and common obstacles, alongside tools, service channels, and measurement methods like NPS. The study compares agencies and carriers in CX focus, digital touchpoints, and portal effectiveness, assessing the impact of CX initiatives on business outcomes. It highlights the role of strategic alignment, technology adoption, and consistent measurement in enhancing customer satisfaction and retention.

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