Creating Good Customer Experiences Creating good customer or constituent experiences is the difference between great companies and all others. What is a great experience? My
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,
Does your organization actively measure and report on your customer experience (CX)? Or is your customer experience a vague catchphrase, like “This initiative is critical
Omnichannel customer experience describes a holistic strategy for creating a seamless customer experience (CX) by thoroughly integrating all the points of contact and communication between
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