March 1, 2011 Customer Strategist UnitedHealthcare’s Innovation Impact The insurer’s transparent and holistic approach to customer experience is helping its end customers make better-informed decisions about their health. Healthcare
March 1, 2011 Customer Strategist In Healthcare the "Customer" Has Many Faces The industry is rife with intertwined customer groups. Understanding the needs and priorities of each is essential to delivering a profitable customer experience. Healthcare Providers
December 1, 2010 Customer Strategist Mashreq Bank Rewrites the Rules of (Customer) Engagement The UAE's changing economic and demographic landscape has forced Mashreq Bank to begin a three-year transformational journey to become customer focused. Financial Services and Insurance
December 1, 2010 Customer Strategist When the Customer Is King, Customer Experience Rules Banco Santander’s intense focus on customer experience helps to increase retention, solidify customer loyalty, and build the bottom line. Financial Services and Insurance
December 1, 2010 Customer Strategist The Winning Way to Deliver Superior Service: “Every Customer Every Time” Mark Beausoleil, director of retail sales and service, explains the service strategies that support the achievement of the award. Retail Banking
October 1, 2010 Customer Strategist The Essential Element of Customer Service in Telecommunications Telecoms are offering a wealth of complex products and services. Now they need a customer support strategy that’s equally advanced: segmentation-based service. Communications
June 1, 2010 Customer Strategist What If Customer Experience Has No ROI? Bruce Temkin, of the Temkin Group, discusses the three essential issues to consider so customer experience improvements deliver a real return.
June 1, 2010 Customer Strategist Technology Can Help Us Fix the World Economy Three ways governments can use technology to manage markets and reduce risk. Public Sector and Government
April 1, 2010 Customer Strategist The Mathematics of Profitable Marketing Cabela’s uses predictive analytics to formulate a customer interaction strategy that maximizes the spending of each individual customer.
September 1, 2009 Customer Strategist Healthy Employees, Healthy Business A study reveals the correlation between enhancing employee relationships and business outcomes. Healthcare
