Elevating customer experience : a win win for insurers and customers

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<subTitle>: a win win for insurers and customers</subTitle>
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<abstract displayLabel="Summary">What is the value of customer experience (CX) in insurance? What sets the industry's CX leaders apart from the rest, and what can we learn from their examples? In search of answers, McKinsey launched a survey of more than 8,500 insurance customers of the 40 largest North American insurance carriers across the life and property and casualty (P&C) segments. The results were clear: customer experience is a strong predictor and driver of financial and organizational outcomes. CX leaders, defined as those with above-median customer experience scores, outperform their peers across the boardfrom TSR and revenue growth to employee and agent satisfaction</abstract>
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