Customer experience is increasingly becoming a crux of good business for insurers, yet, investing money in shoring up customer service operations can still be a tough sell – where’s the ROI?

“Everyone gives lip service to customer service, but when you get down to brass tacks, it’s cost,” said John Goodman, vice chairman, CCMC LLC, a customer experience consulting firm, while at the PCI Technology Conference in San Antonio on Monday. “A lot of CIOs get it, but it comes down to how you show the potential for improvement, how do you quantify it?”

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