Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't ...

We all know good customer experience when we see it. For life insurance and annuity carriers, however, it is often hard to define and measure good customer experience. A new report by LIMRA and NEOS, ...

Forbes contributors publish independent expert analyses and insights. Melissa Houston covers financial issues that affect women in business. Have you ever wondered how you can possibly stand out from ...

Companies around the world are making customer experience (CX) the top priority according to Harvard Business Review Analytical Services (HBRAS). But to do so takes more than lip service. To deliver ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Competent marketers aim to popularize the company’s business and help create consumer awareness. Marketers have a pivotal relationship with customers. They are the key players in defining customer ...

Value stream alignment. Define value streams using the customer lifecycle to guide digital transformation and improve efficiency while prioritizing customer experience. Agile strategy approach. Use ...

According to Fenergo estimates “poor customer experience” is costing financial institutions $10 billion in revenue per year. 36% of financial institutions have lost customers due to inefficient or ...