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Impact Cx: The Quest

CX 50 — Impact Cx: The Quest

Course Type: Designation
Topics: Customer Service, Life Insurance, Onboarding, Property & Casualty Insurance
Designations: CX Essentials
Language: English


Creating a positive customer experience is an increasingly important differentiator — it can set you apart from the competition, sustain customer loyalty, and help achieve profitable growth for your company.

Impact Cx: The Quest is an interactive, decision-based, gamified course that helps organizations create a unified customer-first mindset among all employees. It transforms employees into customer advocates who demonstrate empathy and sound judgment in meeting customer needs — and improving the overall customer experience — at key touchpoints in the customer journey.

Join in the quest to impact CX through five customer-focused missions highlighting:

  • Empathy
  • Listening to the Voice of the Customer (VOC)
  • Journey Mapping
  • Customer Experience Advocacy
  • Customer-Centric Culture

Assume various roles — and situations — in which your decisions will affect the customer’s experience and relationship with the company. Each mission reinforces how customer expectations are changing and incorporates technology-enabled interactions.

Impact Cx: The Quest is ideal for all employees in a life or property/casualty insurer who are familiar with insurance products and operations, as well as for those who work in outsource organizations that service life and p/c products.


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