CX Assurance Blog

Open enrollment season. These words are enough to create fear and loathing in the hearts of U.S. health insurer employees. Those affected range from vice presidents of contact centers and the customer experience (CX) to the workers who interact with consumers via...

When we talk about busy times of the year in the contact center, you might immediately think of Black Friday and the holiday selling season. But outside of the retail world, just about every other industry has its own version of “crunch time” – periods of high...

Guess what? Customer experience is important. Lots of people will even tell you that we are in the customer experience economy these days. More and more companies find themselves now competing primarily on the experiences they deliver to their customers rather...

You probably are familiar with the line “Show me the money!” from the movie Jerry Maguire. In the movie, Jerry’s client asks Jerry, his agent, to show him the money.  He doesn’t want his agent to talk a good game or make a bunch of promises, he wants results. That...

We’re all consumers of health insurance, and we’ve all gone through open enrollment. Every year we face a limited window in which we have to review options and make selections for the coming year. I don’t know about you, but I’m perpetually busy. And, truth be...

An email went out from my company’s HR director recently that said it was time to register with a new employee benefits broker. I immediately had that sinking sensation of dread. Let's just say that I've had some less than pleasant experiences with picking...