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Digital channels top the list of preferred channels for both acquisition and retention, and continue to grow. Data-driven digital initiatives such as mobile marketing, social media ads, and search...

Millennials, people born between 1980 and 2000, have become the largest generation, now numbering 83.1 million and representing more than one-quarter of the nation’s population,...

Let’s face it: customer-centric experiences have not been a high priority for property and casualty (P&C) insurance companies. However, times have changed. The P&C insurance industry,...

Product-centric cultures are out and customer-centric cultures are in. That is the mantra being echoed across organizations today. However, acknowledging the need for change and actually...

Direct mail has been around for a long time; in fact the first campaign was launched in 1835 by abolitionists targeting religious and civic leaders in the south according to the Smithsonian. The...

The customer is always right—with some exceptions. A prime example is healthcare. Patients turn to healthcare providers to deliver knowledgeable and competent care. As patients, we trust...

Do virtual assistants need a personality? If so, what defines the personality of a virtual assistant? Questions like these are becoming increasingly relevant as virtual assistants that are powered...

Business intelligence (BI) remains one of the fastest-paced areas in business. Moreover, not only is BI technology changing rapidly, but the techniques that are used to extract value from data are...

As many consumers know, sometimes self service is the best type of customer service. It is therefore no surprise that B2B customers are also looking for self-service research and buying options....

The holiday retail season is the most important revenue generator for retailers, so it’s important to provide unique and tailored customer experiences that also meet their needs, both online...