After analyzing results from more than 140 large North American firms, 17 of which represent the insurance industry, Temkin Group came to the conclusion that companies are in early stages of customer experience maturity.

The group asked respondents to rate their companies on four competencies, including purposeful leadership, customer connectedness, compelling brand values and employee engagement.

After reviewing the ratings, Temkin identified six classifications, and where these companies fall:

Customer-centric organization — 3%

Strong customer-centricity — 13%

Moderate customer-centricity — 11%

Weak customer-centricity — 16%

Very weak customer-centricity — 25%

Customer-oblivious organization — 33%


Respondents identified obstacles to customer experience efforts. The top five:

Other competing priorities

Lack of a clear customer experience strategy

• Conflict across internal organization

Limited funding

Lack on incentives and rewards

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