Auto insuers'cross-channel experience, 2009 : an industry look at this year's best and worst of cross-channel design

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      <subfield code="a">Auto insuers'cross-channel experience, 2009</subfield>
      <subfield code="b"> : an industry look at this year's best and worst of cross-channel design</subfield>
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      <subfield code="a">As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large auto insurers  21st Century Insurance, Allstate Insurance, Geico, and State Farm. Overall, the auto insurers performed fairly well relative to the other industries, but they didnt come close to crosschannel excellence. Geico, propelled by its online experience, was the highest scoring insurer. While each auto insurer suffered from its own set of problems, our research also uncovered a number of good practices, such as Allstates virtual agents, 21st Centurys informative emails, and State Farms  eb-toagent transitions. To improve cross-channel experiences, customer experience professionals should evaluate their firms experiences and then chart a path on the customer experience journey</subfield>
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