Forrester's Customer Insights

AUGUST 1, 2022

The top health insurers are holding their Q2 earning calls and their discussions reveal key trends on where the healthcare industry.

Healthcare 26

Healthcare Insurance Trends Industry 26

SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments.

Loyalty 100

Loyalty Measurement Tools Data 100

SuiteCX

JULY 7, 2017

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments.

Loyalty 100

Loyalty Measurement Tools Data 100

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Lumoa

JULY 21, 2022

For example, your sales team can leverage this data to create tailored funnels, while your marketing experts can build a customer journey map that helps you visualize the different touch points and decide which ones you need to prioritize. Content Personalization and Customer Engagement.

Customer Experience 236

Customer Experience Telecommunications CEM Customer Journeys 236

Forrester's Customer Insights

FEBRUARY 6, 2024

Amid a competitive healthcare landscape and younger generations’ increasing skepticism toward health insurers, health plans must reimagine their engagement approach to foster loyalty, trust, and connection with their members.

Engagement 28

Engagement Healthcare Insurance Loyalty 28

Bizagi

MARCH 26, 2020

It’s the gateway to customer insights and can help power new technology like the Internet of Things and Machine Learning. Bizagi customer Generali mitigated risk by digitizing their operations. Embrace compliance and you’ll enhance other areas of your business. Innovation and compliance: friends, not foes.

Innovation 52

Innovation Government Insurance Policies 52

Forrester's Customer Insights

NOVEMBER 6, 2022

As open enrollment commences, health insurers face a major knowledge gap, preventing them from engaging their members.

Insurance 49

Insurance Engagement Healthcare Employee Experience 49

Forrester's Customer Insights

NOVEMBER 8, 2022

How well did US financial services firms rank in terms of customers’ trust in 2022? Our new research reveals the scores and rankings of 54 US brands across auto and home insurance, banking, credit card issuers, and investment firms, analyzed as part of Forrester’s US Financial Services Trust Index, 2022.

Financial 26

Financial Brands Insurance Banking 26

ReviewTrackers

AUGUST 30, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: We explain how companies from the finance, healthcare, insurance , and hospitality industries can better connect with their customers. Are you using Data?

Connections 50

Connections Customer Journeys Healthcare Banking 50

Forrester's Customer Insights

APRIL 3, 2020

Forrester has curated a list of companies that are delivering virtual care services and support for health insurers, healthcare providers, employers, and consumers during the COVID-19 pandemic. While some vendors initially offered temporary discounts or free services, many have discontinued these practices.

Healthcare 44

Healthcare Resources Insurance Consumers 44

Bizagi

SEPTEMBER 28, 2018

It’s the gateway to customer insights and can help power new technology like the Internet of Things and Machine Learning. Bizagi customer Generali mitigated risk by digitizing their operations. Embrace compliance and you’ll be able to enhance other areas of your business. Innovation and compliance: friends, not foes.

Innovation 48

Innovation Government Insurance Policies 48

ViiBE Blog

AUGUST 17, 2021

What is the purpose of customer experience management? Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. What’s more, nowadays more than 65% of companies compete solely on the basis of how well they manage customer experience itself. ViiBE Blog. Natalia Barszcz.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

Forrester's Customer Insights

APRIL 14, 2023

Medicaid redetermination has kicked off bringing the challenges of member engagement broadly into the spotlight. This blog offers three key ways insurer's can improve member engagement.

Engagement 26

Engagement Insurance Healthcare Customer Engagement 26

Forrester's Customer Insights

NOVEMBER 8, 2022

Forrester’s Financial Services Customer Trust Index, which measures how much customers trust their banks, credit card issuers, investment firms, and insurance companies, found trust to be relatively weak among customers of […]. Not very successful, it seems.

Financial 26

Financial Banking Insurance How To 26

CSM Magazine

NOVEMBER 19, 2018

2019 will see an increased focus on smart technologies such as AI, augmented interactions and Voice of the Customer insights as CX teams work harder to deliver best-in-class customer experiences. 10 Key CX Technology Trends for 2019. Why do it yourself when your memoji can do it for you? About the Author.

Trends 88

Trends Customer Experience Social Media Self Service 88

CSM Magazine

FEBRUARY 1, 2018

The nominations will be evaluated by the following expert panel of judges who understand how a good vendor can help organizations become more customer-centric: Mike Beaser is Vice President, Digital Customer Engagement at Fidelity Investments. Previously she led EMC’s Total Customer Experience Program.

Customer Experience 40

Customer Experience Self Service Customer Experience Professionals Insurance 40

Thematic

SEPTEMBER 12, 2021

Whether you want to cross-sell different lines of insurance, have customers add socks to their shoe orders, or anything else, providing a great customer experience can help you get there. Deeper insight into customer needs, goals and challenges. A great meal with great service?

Metrics 117

Metrics Analytics Feedback Effort Score 117

Magellan Solutions

JULY 19, 2021

Data processing outsourcing has been used to provide customer insights. This is possible by analysis and prediction of customer behaviours from millions of data. While insurers have been using data input services , COVID-19 further accelerates this. Customer engagement. Search Engine Optimization.

Data 52

Data Healthcare Analytics Transportation 52

John Paul

OCTOBER 22, 2018

Today, the automotive industry represents a major part of the Group’s sales, and is the second formal sector for John Paul, after banking & insurance. The John Paul solution allows car manufacturers to create real relationships with their customers and respond to their growing issues around mobility.

Self Service 40

Self Service Automotive Transportation Travel 40

ReviewTrackers

MAY 8, 2017

Organized by the Customer Experience Professionals Association (CXPA), the 2017 Insight Exchange gathers over 300 CX professionals for world-class customer experience learning and networking. Featured speakers come from companies like USAA, MetLife, Northwestern Mutual, MoneyLion, Hanover Insurance, and Citizens Bank.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Beyond Philosophy

MAY 12, 2022

A European insurer uses AI to use the data and the feedback to determine the next best action. The insurance company uses AI to understand the sentiment along with acoustic analysis and then coaches agents on where to take that interaction and help that customer. Try my podcast, The Intuitive Customer instead.

Customer Insights 78

Customer Insights Contact Center Voice of Customer Analysis 78

ClearAction

NOVEMBER 16, 2017

Customer experience context for rituals, roles and decision-making of all kinds can make all the difference between ongoing success or disruptive snafus. Does your C-team treat customer experience as a determinant of corporate strategy, goals and structure? Continue to make customer insights intriguing to all functional areas.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. DEWALT’s award-winning insight community has resulted to savings of over $1 million in study costs this year and close to $6 million since its launch.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Qualtrics

NOVEMBER 12, 2020

Erica Todd is a Customer Insights and Research Manager at CommSec. Prior to her current role, she worked at market research agencies in Australia and the US, gaining experience on projects across a variety of industries, including automotive, FMCG, insurance, fashion, energy, childcare, and electronics. Hear the full interview.

Financial 26

Financial Feedback Customers Automotive 26

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Comm100

NOVEMBER 13, 2022

(More on the benefits of omnichannel customer service in Chapter 2). Meet your customers’ CX expectations with Comm100 Omnichannel – the AI-powered, secure omnichannel customer engagement platform. When discussing what is omnichannel customer service , it’s vital to distinguish its differences to multichannel support.

Omni-Channel 212

Omni-Channel Customer Service Chatbots Social Media 212

Forrester's Customer Insights

AUGUST 6, 2020

Putting financial well-being at the core of their strategy is critical to financial services firms’ ability to win, serve, and retain customers. To develop their financial well-being program, financial services providers are evaluating and adopting a range of contributing technologies.

Financial 63

Financial Technology Strategy Insurance 63

Bizagi

FEBRUARY 10, 2020

DPA in action: Increasing long-term customer value . A FTSE 100 company with more than 16 million customers, Old Mutual is an international investment, savings, insurance and banking group, and the largest insurer in South Africa.

Financial 58

Financial Customer Experience Banking Net Promoter Score 58

Forrester's Customer Insights

AUGUST 11, 2021

Open finance will change little in the next couple of years — but will transform financial services over the coming decade.

Banking 49

Banking Financial Customers Insurance 49

Forrester's Customer Insights

MAY 18, 2020

Even before the COVID-19 outbreak, our research showed that US consumers were facing multiple financial challenges and were worried about their financial situation.

Financial 30

Financial Consumers Survey User Experience 30

Forrester's Customer Insights

SEPTEMBER 26, 2019

But financial services companies’ current personalization efforts are nowhere near the level necessary to engage increasingly demanding customers. Many financial services firms say that they are already delivering on personalization and view improving their personalization capabilities and technology further as a top priority.

Financial 46

Financial Retail Engagement Technology 46

Bizagi

SEPTEMBER 3, 2018

DPA in action: Increasing long-term customer value . A FTSE 100 company with more than 16 million customers, Old Mutual is an international investment, savings, insurance and banking group, and the largest insurer in South Africa.

Financial 53

Financial Customer Experience Banking Multi-Channel 53

Experience Matters

APRIL 7, 2015

We brought the industry’s first customer engagement hub to market. The 2014 launch of Horizons Version 18 introduced Confirmit SmartHubTM, the industry’s first customer engagement hub that enables businesses to capture, analyze and respond to customer and market feedback across multiple channels and sources in real-time.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

C Space

NOVEMBER 4, 2019

The Right Insight. What makes a successful customer insights leader? Believe it or not, CEOs and other senior leaders who believe in the importance of customer centricity, customer empathy, and customer engagement don’t do this purely to be altruistic. You may be interested in: The Right Insight.

Net Promoter Score 45

Net Promoter Score Competitive Advantage Culture Strategy 45

ShepHyken

APRIL 7, 2023

Obtaining valuable insights into your customers’ perceptions requires regular dialogues with your customer-facing personnel, whether in sales, customer service, or marketing. Regularly speaking to your sales and support team will give you invaluable customer insights.

How To 48

How To e-support Self Service Advertising 48

SurveySparrow

SEPTEMBER 28, 2021

Businesses that struggle with customer engagement should deploy a conversational AI platform. They can converse with prospects and existing customers via messaging apps (like WhatsApp), social media (like Twitter and Facebook Messenger), and live chat from the website. Thanks to conversational ai platforms; they won’t! .

Chatbots 52

Chatbots Social Media e-support Analytics 52