March 1, 2014 Customer Strategist Customer Lessons Learned from the Health Insurance Exchange Rollout A look at what steps can be taken to smooth the ACA’s bumpy customer experience road. Healthcare Payers
March 1, 2014 Customer Strategist Five opportunities for improved healthcare payer experience The largest influx of new health insurance customers in decades creates enormous opportunities for healthcare payers Healthcare Payers
February 16, 2014 Client Story Advanced analytics identifies at-risk customers Our client's growing customer churn problem was undeniable. We provided help by granting a better understanding of their customers and therefore reducing churn. Communications
February 16, 2014 Client Story State agency removes barriers to CX excellence To comply with the requirements of a new Customer Assistance Program grant, our client needed to enhance the experience. We helped our client fix weak points, while building upon its strengths. Healthcare
February 16, 2014 Client Story Vodafone revolutionizes retail service with mindset shift Our client wanted to update its retail experience and present a more consistent branded customer experience across 15,000 stores worldwide. They chose us to help grow their NPS score. Communications
December 1, 2013 Customer Strategist Past Predictions of Future Customer Experiences Consumers today have easy access to products and services. Their experiences are personalized, relevant, and in some cases, predictive. Yet the technological advances we now take for granted were once nothing but outlandish ideas.
December 1, 2013 Customer Strategist Dell's Future=Fewer Products, More Support Instead of chasing a dying product dream, Dell will focus on service-based areas of growth, including cloud computing, Big Data, security software, and mobile. High Tech
December 1, 2013 Customer Strategist Welcome to the Collaborative Economy The collaborative economy is one in which “the crowd” meets business
December 1, 2013 Customer Strategist Measure the Value of Customer Experience Improvements in Five Steps Customer Experience Value Analysis connects customer initiatives to tangible financial impact.
December 1, 2013 Customer Strategist From One-to-One Marketing to Bot-to-Bot Marketing Fast forward into the digital age to experience simplified, predictive customer engagement.
