Implementing CX programs is like any other organisational innovation. It all starts with good intentions, but too big of a scale or too narrow a scope can both miserably fail to prove any value to the organisation. Here are our most important considerations when deploying a CX program, so it doesn’t come all crumbling down […]

Traditional financial services companies have recently been more and more eager to incorporate best practices from agile and more flexible fintech startups. Banks and credit unions are beginning to see the advantages of moving quicker, introducing innovation at a faster pace, digitising core processes and making the most of their data with advanced analytics methods.

It makes much more sense to involve people from different roles in the process of customer satisfaction measurement and improvement, rather than leave the whole responsibility to a single point of contact from your organisation.  

To optimize customer experience companies should pay close attention to the points of break where prospective and existing clients drop from the customer journey. As this could happen at virtually any stage, our holistic approach combines studies of brand image and brand equity with customer acquisition and customer experience analytics. This comprehensive formula helps companies across industry to measure the […]

All companies that manage a successful NPS program follow a few simple, but important principles. These principles can be summarised with the acronym LEAD: Localise, Engage, Act, Develop. Find out what each of these stand for in the article below: 

The insurance market has a vast area of untapped opportunities that lie in underused data. With the help of powerful data anaylytics companies can put the customer in the center of their business. Its biggest value lies in improving customer service management. A satisfied customer is cheaper to retain and data analytics models help companies […]

The context Leading healthcare providers know that providing exceptional patient experience is the key to patient loyalty. Understanding what matters to patients is the cornerstone to optimizing patients’ experience and winning their trust. Although 49% of healthcare executives claim customer experience is a top strategic priority for their business organizations over the next five years, […]

The context According to a survey with marketing professionals conducted by Gartner, by the end of 2019, 81% of companies expect customer experience (CX) to be the driving force in achieving market dominance. With the continuous digitalization of customer service in the insurance sector, measuring loyalty has become a number one priority for the leading […]

One thing is for certain – That the customer and customer experience management are now King. Digital advances have driven a complex ecosystem where customers can buy products and services via multiple touch points quickly and easily. It is also no longer who is cheapest, has the best value or even the best product or […]

Two sides of the same coin? Or how CRM and CEM supplement each other In the quickly expanding field of customer experience, tools and terms can get confusing. You’ve just invested a large sum in a new Customer Relationship Management (CRM) software that your Sales Director promoted as the solution to all your customer data […]