Customer Experience in Annual Planning

Overcoming the Customer Engagement Disconnect

Overheard at InsureTech Connect 2017

Over 3,800 insurance professionals from across the globe gathered recently at...

The Value of a Sincere "Thank You"

Our parents (and/or cheesy kids shows) taught us repeatedly that “Please and...

Overheard at Majesco Convergence

The winds were moving at full speed last week in Fort Lauderdale, where SPLICE...

What’s in a Tagline?

Taglines serve a special role in the world of marketing. Working in concert...

The Next Big Branding Land-Grab That No One's Talking About. Yet.

When I present on the topic of social media at conferences and on webinars, one...

The Value of Crafted Vs. Mass-Produced

Whether it’s a new oil painting vs a print, a craft beer vs a factory bottle,...

There's a Difference Between Resolution and Happiness

Having been in the insurance and enterprise solution worlds for more than 30...

Customer Loyalty: A Journey, Not a Destination

All too often, you hear brands talking about customer loyalty like it’s a...

Sending Omnichannel Appointment Reminders Save Costs, Encourage Retention

Deploying the First Notice of Loss as a Customer Experience Opportunity
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