Overcoming the Customer Engagement Disconnect

The Value of a Sincere "Thank You"

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

There's a Difference Between Resolution and Happiness

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

Sending Omnichannel Appointment Reminders Save Costs, Encourage Retention

Deploying the First Notice of Loss as a Customer Experience Opportunity

Make These 7 Customer Experience Promises

Everyone talks a lot about customer experience (CX) and their “dedication” to...

Winning the Micro-Moment in Insurance

Have you ever caught yourself wondering...

Customer Services vs. Customer Experience: The Differences

Creating a Brilliant Customer Experience Across All Channels

A recent Deloitte survey on consumer holiday shopping plans contained some...

Customer Loyalty in Insurance: Do You Stand Above the Rest?

As the P&C insurance market has matured, two models now dominate: the acquirers...

How to Ensure Technology is an Enabler of a Better Customer Experience

You and I both know that technology is not always an enabler.