We all know good customer experience when we see it. For life insurance and annuity carriers, however, it is often hard to define and measure good customer experience. A new report by LIMRA and NEOS, ...

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Customer expectations aren't inching forward. They're sprinting. In our digital workplace, clients expect every interaction to be fast, informed, personalized, and consistent. For service-driven ...

Customer advocacy is vitally important to all companies. A highly specialized form of customer service, it can become—despite its benefits—difficult to manage, which is why pipelining can be of ...

There's nothing more important than customer success in today's digitally connected economy - but how are you defining it? At diginomica, one of our pet peeves is the mischaracterization of customer ...

At Vector, our customer is at the center of everything we do: So much so that we’ve invested in a leadership role for our chief customer officer (CCO) to ensure that customer experience is prioritized ...

Your customers are looking for personalized, relevant, and timely experiences when it comes to engaging with your business—something Customer Experience Automation (CXA) helps to create across the ...

Why do endings matter as much as beginnings in customer experience? Psychological principles like the peak-end rule show ...