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Run Time: 22:06
in On Point

It’s All About The Customer Experience

The IIABA's Agents Council for Technology has released recommendations from its Customer Experience Work Group. Independent agency owner Claudia McClain from the Seattle area, and Chubb's Judy DeLaRosa, VP of Online Platforms & Solutions Manager, co-chaired the initiative — so who better to learn about the significance of this work and the value it provides to independent agents and carriers? This report is the culmination of an 18-month effort to research and clearly understand the insurance consumer's experiences across the "phases" of their insurance journey – Discover, Evaluate, Purchase, Experience, Renew/Leave, and Advocacy Choice. The significance of the recommendations and their practical application in an agency's office can't be overstated. If you agree that creating a great customer experience is critical to your success then this is a must-listen podcast.

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