Consumer expectations for exceptional customer experiences are evolving dramatically every day. In the employee benefits arena, delivering on those expectations can help providers and brokers distinguish themselves with employers and their employees. Pinpointing the best places to accentuate their experience within a benefit program is key.
Customer experience defined – and reimagined
Rooted in decades of evolving marketing techniques, continuous improvement initiatives and consumer research, the concept of customer experience (CX) – your customers' ongoing interactions and overall perception of your business or brand – is nothing new. Yet it continues to be redefined as consumers grow more digital, increasingly mobile and ever-demanding in ensuring their diverse needs are met.
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