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, […]
We’re in Miami this week for Genesys’ G-Force 2016 event – the sun’s shining, the Pina Coladas are chilled and we’re excited to spend the week meeting new people, and talking about NextGen customer relationships. But before we talk about how customer journeys are going to evolve, it’s a good idea to assess how the […]
Consumers are reaching for more personalized customer experiences and, armed with an array of data trackers, businesses are trying to match expectations. Data can deliver immense value; it can drastically improve the customer experience, increase sales opportunities and build an incredibly accurate picture of online consumer behavior.
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.