Philadelphia Insurance Companies (PHLY) partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. PHLY has run its VoC activities with Confirmit since 2011. The program now spans six post-transaction surveys, a pop-up website survey, and an annual relationship survey. Overall, PHLY sought feedback from close to 300,000 people in 2017. This broad view already drove action....