Our focus in early 2017 has been on establishing a clear picture of the motivations, expectations and priorities of digital consumers. The fact that technology has changed the face of consumers for good is inarguable; but what can (and should) be debated is the best way for businesses to manage this change. Many businesses confront […]
In the sense that it protects the individual, there’s a strong case for anonymity. It helps whistleblowers to perform invaluable functions, protects vulnerable people and enables freedom of expression without fear of outside judgement. That’s inarguable. But in the sense that businesses are limiting their ability to provide the service that consumers expect from them, […]
The UK insurance industry is suffering from a major crisis of confidence. Multiple reports have all come to the same conclusion: consumers aren’t happy with the service that their insurers are providing.
Only 29% of global customers are satisfied with the services of their insurance providers (Capgemini). This is a problem. This is particularly a problem for the industry’s ‘old guard’ who are trying to stave off competition from retailers, e-commerce giants and other new-comers whose more openly customer-first approach is paying off.