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

MAP20090101463

Auto insuers'cross-channel experience, 2009 : an industry look at this year's best and worst of cross-channel design / by Bruce D. Temkin... [et al.]. — Cambridge : Forrester Research, 2009

Sumario: 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

1. Seguro de automóviles . 2. Empresas de seguros . 3. Canales de distribución . 4. Casos prácticos . 5. Diseño . I. Temkin, Bruce D. . II. Forrester .