Industry Research

OEMs depend on partners to sell, deliver, and support most customer engagements—yet they often lack visibility into how customers experience their brand through those partners.

Customer experience (CX) has proven to be one of the most reliable predictors of business growth and customer loyalty. While most OEMs have invested heavily in CX programs for their direct customers, a significant gap remains—how customers experience the brand through partners.

Health insurance is entering a new retention race — and the winners will be those who invest in broker experience now.

Brokers drive up to 80% of all premium revenue across group health, life, and property and casualty (P&C) lines. They determine which carriers are quoted, which are recommended, and which are renewed.