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Why Understanding the Customer Journey Matters

In my last post, I wrote about how today’s customers have become incredibly cross-channel in their interactions with companies as they follow non-linear courses across physical and digital...

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Open Enrollment Essentials: How to Build Lasting Relationships with Members

Last year, the Affordable Care Act’s first open enrollment period delivered a wake-up call to many health insurance companies. Insurers who are accustomed to serving large employer groups...

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Goodbye, Multichannel! Future Financial Relationships Require an Omnichannel Approach

Leaders often use the terms ‘multichannel’ and ‘omnichannel’ interchangeably, as if these two strategies define the same customer experience approach. However, as those...

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Four Ways the Cloud is Transforming the Customer Experience

Many organizations have been won over by cloud computing's promise of cost-efficient, on-demand data resources. At the same time, the market is still growing, with organizational leaders...

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Three Ways to Enable a Great Customer Experience

When it comes to creating a superior customer experience, companies must look beyond technology to make sure that customers are at the forefront of business strategy. In this video blog, we break...

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5 Ways Marketers Can Become Better Storytellers

In a world flooded with information, stories are one of the most effective ways of marketing your business. They’re more memorable than any other form of content, and they give...

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In the Wake of Merger Mania, What's Next for Health Insurance Customers?

July saw upheaval in the health insurance industry. The second and third largest providers announced they will acquire the fourth and fifth largest. If they pass regulatory approval, Anthem's ...

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Passport for an Improved Customer Experience Journey

Thanks to the explosion of digital touchpoints available to them, the customer’s experience has become incredibly crosschannel in their interactions with companies. According to PwC’s...

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Three Ways to Make the Most of Your CRM Data

CRM data—nearly every company has it, but many struggle to effectively leverage it. As customers jump between channels, businesses require the ability to pull actionable insights from...

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Three Tips for Delivering on Customers’ Mobile Expectations

Consumers are tethered to their mobile devices. Nearly a third of all Americans admit they can't live without their mobile phones. Mobile has become a preferred channel for personal and...

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