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CX Confessions: Episode 14 - Keeping Customers in the Discussion



When tragedy strikes, people tend to spiral into anxiety and be overwhelmed—that's human nature. But, what if there was a way to ease that burden?


It comes down to humanizing the process of filing claims, and iInsurance companies have a sizable impact on what that experience will look like for all involved.


In this episode, Linda Goldstein, Chief Marketing Officer at CSAA Insurance Group, a AAA Insurer, explains the importance of personal touch, respecting data, and why you need to leverage a customer effort score.


We discuss:

  • Bringing the human touch into insurance claims

  • Being respectful of people's data/how you use it

  • Leveraging NPS results and customer effort scores

Itching for more CX goodness? You can find this interview and many more by subscribing to CX Confessions on Apple Podcasts, on Spotify, or wherever you find your favorite podcasts.


Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.



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