Customer experience is the key to creating value in Insurance

Customers and prospects want businesses to demonstrate that they value and understand them.

Executives are quick to see the end-game benefit of a customer-centric strategy: more satisfied customers, increased loyalty, a lower cost to serve, and more engaged employees. But they often fail to understand clearly what a superior customer experience is worth and exactly how it will generate value.

In this whitepaper we explore the logic, math and structured approach using real science to achieve three objectives: building an explicit link to value, directing investments to where they will do the most good, and designing a detailed road map populated with early successes to self-fund digital transformation.

The explicit link between Digital Customer Service and BUSINESS GROWTH

Customer experience is the key to creating value in automotive.

Customers and prospects want businesses to demonstrate that they value and understand them.

Executives are quick to see the end-game benefit of a customer-centric strategy: more satisfied customers, increased loyalty, a lower cost to serve, and more engaged employees. But they often fail to understand clearly what a superior customer experience is worth and exactly how it will generate value.

In this whitepaper we explore the logic, math and structured approach using real science to achieve three objectives: building an explicit link to value, directing investments to where they will do the most good, and designing a detailed road map populated with early successes to self-fund digital transformation.

Download the whitepaper

Murder on the dance high street shop floor

Whitepaper

It’s a bloodbath out there. We’ve become blazè about technology. We expect it, we want it and we get frustrated when it doesn’t act the way we want it to. It might have sounded alien ten years ago, but today we communicate anywhere at any time on any device through chatbots, apps and in emojis without having to leave our sofa. We are up to date with the latest news through social media and can order anything in a few clicks using our phones. In fact, in their global Total Retail survey, PwC reports ‘mobile commerce’ to be firmly on the march toward becoming the online shopping tool of choice.

This whitepaper uncovers new channels and technologies to connect to customers, whilst also augmenting the store experience.

Artificial Intelligence – The rise of customer experience

Whitepaper

We live in a world filled with too much digital noise. Buzzwords compete to describe the latest trends in technology and ideology of our ‘always online’ planet.

This whitepaper is not intended to be a history lesson in computing, but rather to outline the current state of Artificial Intelligence and its future.

Digital customer service for utility providers

Business case

Delivering high quality round-the-clock customer service isn’t easy within any industry. As a regulated
industry, figures from Ofgem and Ofwat show that utilities continue to face many challenges when it
comes to customer expectations. Consumers, have become accustomed to a certain level of service
which means they don’t just expect an uninterrupted supply of power, gas, and water, but better
responsiveness whenever they require help. The digital revolution has changed the way most people
interact with businesses. And despite a visible improvement in customer service ambitions, the UK
Customer Satisfaction Index reports that the utility sector still ranks below all others in terms of customer satisfaction.