This case study highlights how customer experience (CX) is a critical driver of financial and organizational success for insurers. CX leaders outperform their peers in total shareholder return, revenue growth, and employee satisfaction. The study shows that investing in CX leads to higher retention, new business, and operational efficiencies. Insurers are encouraged to adopt a holistic approach, focusing on omnichannel customer journeys, digital capabilities, and personalized service, while involving employees and agents in CX initiatives to sustain long-term value.

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