Customer Experience

In an industry with infrequent customer touchpoints, like insurance, every policyholder interaction holds lots of weight. Your business only has...

We are in a moment in history when businesses in all sectors are rapidly reworking the way they interact with...

As 2012 begins, time for reflection has arrived. After a year that no-one might have predicted, I turn to summarize...

There isn't an insurance business within the land that's not talking about digital transformation. Whether talking about AI, robotics or...

Now, let's suppose the above mentioned graph were charting the failure rate for your company's customer experience, perhaps measured through product defects,...

Some of the most brilliant insights about your customers' unmet needs are available right beneath your "no's."That's a key lesson...

High-touch brands and industries have led consumers to expect that they can communicate with brands every time they want, nonetheless...

There are lots of departments that keep an organization running smoothly, but two that must definitely be in sync are...

Many agents see technology like a threat. Several years ago, when hundreds of millions of dollars began to flow into...

Complexity makes it difficult to determine how to start, whereas simplicity makes it simple to determine what the next step...