New York, NY and Oslo, Norway and London, UK: Creating an impactful customer experience is a challenge that all businesses encounter, but it’s especially prevalent in financial services and insurance organizations today.
A Total Economic Impact™ (TEI) study conducted by Forrester Consulting and commissioned by Confirmit, the leading global solutions provider for Customer Experience, Voice of the Employee, and Market Research, uncovered a 322 percent potential Return on Investment for financial services and insurance organizations using Confirmit HorizonsTM over a three-year risk-adjusted period.
“A positive customer experience can improve future revenue opportunities, ensure your customers stay loyal to your company, and increase the likelihood they recommend your organization to their friends and colleagues,” the study states. “Financial services and insurance companies need a customer experience strategy to ensure a positive, consistent experience for every interaction a customer has with their organization.”
The study provides financial services and insurance organizations with a framework to evaluate the potential financial impact of the Confirmit Horizons platform and services. More specifically, the study focused on improvements in complaint management, noting a 50 percent time saving with Confirmit’s alert management functionality that allows organizations to more efficiently identify and resolve issues.
Interviews for this study also uncovered several drivers behind the need for a VoC solution, including the desire from financial services and insurance organizations to use data to create a more cohesive experience across a variety of channels.
“Companies need a reliable, flexible solution to manage VoC and ultimately improve their customer experience,” said Henning Hansen, Confirmit president and CEO. “By using Confirmit Horizons, financial services and insurance organizations have improved visibility into data to build successful multi-channel customer experiences and create stronger relationships with their customers.”
To request a copy of the study or to learn more about how Confirmit can deliver Return on Investment from a VoC program for financial services or insurance organizations, please visit Confirmit.com.