The ROI of VOC in Insurance

Loyal Customers, Engaged Employees, Increased Profits

Insurance organizations that infuse their strategies with Voice of the Customer (VOC) insights are able to deliver effortless customer experiences that positively impacts profit. As an accompaniment to The ROI of VOC Knowledge Brief, this SMARTBITE confirms the quantitative impact recognized when VOC is operationalized in the contact center, including:

  • Employee engagement
  • Customer retention
  • Customer Lifetime Value (CLV)

Analyst Research