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ResponseTek Customer - Pacific Blue Cross
Press release
Press release
Article
Case study (PDF)
Challenge
  • The insurer was looking for a solution to help them understand customer satisfaction and how that related to the renewal decision
Solution
  • Customers share their experiences through the Pacific Blue Cross website and as they reached key lifecycle stages
  • At-risk alerts based on keywords in customer experience insights are delivered throughout the organization
Results
  • Improved understanding of customers' needs
  • Prioritized strategic improvement based on customers' responses

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