Years ago when I was a Case Manager at the Tennessee Department of Human Services, I encountered a problem while determining a customer’s eligibility for benefits.
The last time you bought health insurance, financial services, a driver’s license, internet/mobile phone services, or for that matter any service, did you feel like
Throughout our SAFE Return to Work series, we’ve discussed the many business challenges raised by the COVID-19 pandemic. One of the most top of mind
Have you ever seen a Frank Lloyd Wright house? His homes are world famous masterpieces –with eight of them now inscribed as UNESCO world heritage
Creating good customer or constituent experiences is the difference between great companies and all others. What is a great experience? My working definition: a great
Although often desperately needed, business transformation is a daunting and messy process. Even with the best intentions, companies try to implement organization-wide change but encounter
Like most, the insurance industry has been blindsided by the speed at which customers’ expectations have evolved. Insurers have relied on legacy technologies for decades,
Take our 4-minute, 12 question disruption assessment