Globally, customer experience with insurance companies declined significantly in 2014 according to a report from Capgemini and Efma. Ten countries had drops of over 5 percentage points in customer experience, with the US seeing the largest decline of 10.5 percentage points. Younger generations, particularly Gen-Y customers, drove the overall drop in positive customer experiences more than other age groups. Digital channels like mobile, social media, and online were dragging down customer experience levels, with agents and brokers receiving higher rates of positive customer feedback versus digital options. Insurers need to better blend digital transactions with high-value agent interactions to improve experiences and meet rising customer expectations.