September 1, 2011 Blog Customer Experience Management Strategy and Best Practices Profitable business performance is not a one-time activity. It is an ongoing evolution that requires rich, cross-channel customer intelligence.
September 1, 2011 Customer Strategist Nedbank Embarks on a Client-Centric Journey One of South Africa’s largest banks aspires to become more client-focused. Retail Banking
September 1, 2011 Customer Strategist Rightsizing Bank Staff Leads to Customer-Centric Growth Financial services organizations that use analytics to inform their branch staffing decisions will improve both customer satisfaction and operational profitability. Financial Services and Insurance
September 1, 2011 Customer Strategist Customers Speak Volumes. Are You Listening? In today's increasingly social world, more and more customers are sharing their opinions directly and indirectly across multiple channels. These online behaviors provide a treasure trove of business insight.
July 1, 2011 Customer Strategist Designing a Winning Onboarding Program Implementing an onboarding strategy for banking customers presents a unique opportunity to deepen relationships and increase retention Retail Banking
July 1, 2011 Customer Strategist A Passionate Approach to Customer Advocacy Jasmine Green balances process, multi-touchpoint complexities, and street cred to ensure that Nationwide is on its customers’ side Property and Casualty Insurance
July 1, 2011 Customer Strategist Changing the Conversation at Kraft Foods The global CPG company is revitalizing a number of its brands by transforming the way it communicates with customers and employees.
July 1, 2011 Customer Strategist From Vendor to Lifestyle Provider: The Growth of Partnership Marketing Partnership marketing allows companies to meet customer needs and preferences in an increasingly converged world.
July 1, 2011 Customer Strategist Invest in a Multichannel Customer Experience, or Go Bust Balancing the three foundational business elements—people, technologies, and processes—helps financial institutions drive sales and enhance service.
July 1, 2011 Customer Strategist Do You Trust the U.S. Healthcare System? Insurers that take a customer-centric approach will be better positioned to gain customer trust. Healthcare Payers
July 1, 2011 Customer Strategist Healthcare’s Love-Hate Customer-Insurer Relationship Research reveals that customer frustrations abound, yet many consumers stick by their insurer. Healthcare Providers
July 1, 2011 Customer Strategist Multichannel Strategy for the Financial Services Industry Companies must shed their preconceived notions of multichannel strategy and see its true potential for providing a positive customer experience. Financial Services and Insurance
