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Blog: Consulting

Recent Posts

Yes, You Can Fix Culture

Company culture is what your employees do when no one’s looking. It’s the fabric that weaves together how your company operates, and influences how a firm projects itself both...

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Wake the Sleeping Tiger With a Strategic Approach to Sales

The Asian Tiger economies are down for a nap. Global sluggishness has dragged down economic growth in countries like Singapore, South Korea, Hong Kong, and Taiwan, whose own economies are predicted...

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Determining the Value of a Customer Interaction

How valuable is a good customer interaction? I recently called a company for help, and the person assisting me was very patient as I needed to turn on my computer, find my password and log into my...

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How to Take the Game Out of Gamification

Whether or not you realize it, there’s a good chance you’ve participated in a gamification program. Airlines, hotels, grocery stores, weight loss, wearable devices and most industries...

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Voice of the Customer Data: Who Benefits From Using It and How

Customer-centric companies that want to improve their customer experiences are turning to their customers and prospects for answers. They are starting to use voice of the customer (VoC) data in...

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Keeping Your Customers Safe: CRM Best Practices for Product Recalls

Many of our clients have been diligently collecting customer data for years. It is organized and stored in well-built CRM systems with the ultimate purpose of making customer experiences better and...

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Starting Your Big Data Journey Begins With a Lab

Big Data is everywhere. Although the jury may still be out on the ROI of Big Data initiatives, one thing is clear: Big Data has the potential to add a lot of value in almost all areas across the...

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Research: Insurance Claims Process Do’s and Don’ts

For all the entertainment value generated by funny insurance commercials from property and casualty (P&C) providers, only 5 percent of the industry’s business comes from acquiring new...

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For Telecoms, These Three Automation Benefits Mean a Better Customer Experience

Despite its nostalgic undertones, the term “traditional” used to describe technology now substitutes as code for old and expensive. Rather, the transition to digital brings with it the...

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How Payers Can Uncover Key Member Engagement Opportunities

Open enrollment for healthcare coverage is in full swing. As millions of consumers shop for health insurance, health insurance companies are under pressure to attract and retain members. It’s...

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