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Positive benefit on price once seen for bundling insurance is now diluted - satisfaction with price is high (i.e. is auto insurance alone now commoditized?) The interaction factor is the most important driver of satisfaction. This study finds the following emerging trends in customer service interaction in 2011: - More than 80 percent of customers who interact with their insurer through its website were able to complete their entire interaction online. - Customers who purchase their policy through a call center representative tend to use the insurer's website as a complementary channel for service needs and interact with their insurer nearly as often through the call center as through the website. - Customers who use emerging technologies (such as email, online chat or smartphone apps) as complementary channels to their purchase channel are significantly more satisfied than are those using only their purchase channel to meet their service needs. This increase in satisfaction is more pronounced among agent-serviced customers who use these emerging technologies.

Telecom and hospitality industries have raised expectations. Social media a more accepted touch point. Self-service up to 45% of interactions. Customer interaction management - know the customer (single voice/view of customer - SVOC) - customize the experience (perform analytics to customize) - deliver seamlessly Defining SVOC: profile, preferences, relationships, interaction history Customer analytics can help, and you can score your maturity: * In the basic stage, organizations focus on capturing and reporting on customer data. The reporting may be 30, 60, or 90 days old, but it is better than having no data at all. * In the emerging stage, organizations can take data and transform it into information, with context, relevance, and an enterprise-wide perspective. * In the established stage, organizations implement behavioral analytics-based models and start to receive tangible benefits from their analytic capabilities. * In the leading stage, organizations are able to analyze data quickly and provide real-time analytic insights on the customer. Benefits: cost, performance, customer satisfaction

Types needed: - descriptive (objective interaction facts) - subjective (perception) - outcome (customer action) What do the do with the measurements: - get them out daily - predict behavior - measure loyalty - guide employee actions Difficulties: - organizations trying to further subsegment stuggle to gather and organize data - causation difficult with multiple programs running simultaneously