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Customer experience refers to how customers perceive a business entity based on their interactions with it. (Black Salmon/Shutterstock.com) Customer experience refers to the way customers perceive a business entity based on their interactions with it. To make contact centers a real growth driver, carriers must think beyond customer care and strive to engage the customer better by leveraging micro-segmentation and analytics techniques. (Black Salmon/Shutterstock.com)

Enhancing the insurance customer experience and using it as a differentiating factor is one of the key focus areas for today’s carriers.

Contact centers — the primary interface between the customer and insurance carrier — play a significant role in shaping the customer experience. Their performance directly impacts the organization’s reputation and perception in the consumer’s mind.

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