February 1, 2013 Customer Strategist Customer Experience Innovation: No Genius Required Real innovation comes from adopting three customer experience disciplines: strategy, customer understanding, and design.
February 1, 2013 Customer Strategist Getting Behind the Wheel of Innovation Technology allows forward-thinking organizations to deliver outstanding experiences to their customers. According to Ford Chief Technical Officer Paul Mascarenas, it all starts with listening to customers. Automotive
September 1, 2012 Customer Strategist MassMutual Embodies the Human Side of Financial Services Under the watchful eye of Chief Customer Experience Officer Todd Lee, MassMutual strives to make sure its customers are supported and treated with empathy. Financial Services and Insurance
September 1, 2012 Customer Strategist Customer Focus Sits at the Forefront in Financial Services Financial organizations are challenged more than ever with becoming truly customer centric and gaining the trust of their clients. Financial Technology
September 1, 2012 Customer Strategist SunTrust Learns Why Customers Behave the Way They Do The bank uses customer data and predictive analytics to be more relevant to customers and prospects, leading to improved satisfaction, revenue, and loyalty. Retail Banking
September 1, 2012 Customer Strategist Putting Customer Centricity at the Heart of Healthcare As customers become more involved in choosing and paying for health insurance and other health-related products and services, the healthcare industry is under increased pressure to become customer-focused. Healthcare
April 1, 2012 Customer Strategist SEB’s Success Strategy: “Rewarding Relationships” European bank SEB uses customer insight to inform its strategic business decisions, and has improved loyalty and profitability as a result. Retail Banking
December 1, 2011 Customer Strategist Perspectives Social CRM Defined Using social CRM as a business practice to transform the customer experience requires understanding its role in customer-focused business strategy.
September 1, 2011 Customer Strategist How Smart Is Your Business? Taking a strategic approach to data, businesses can manage critical capabilities that make a direct impact on how they get, keep, and grow their customers.
