As I conduct more interviews with IT professionals, it’s clear financial services companies are investing in CX.
Here are two instances of poor business practices that lead to customer experience failure — from the same insurance company.
A year ago, most companies had no clue where all of their customer data resided, let alone whether or not it was secure. With the imple
Document your CX best practices so everyone in the company is aware of them, as well as the commitment to providing a great CX.
I have urged many companies to differentiate on the basis of wow customer experiences, because the bar is so low. It’s also easier for
I continue to urge companies to differentiate on the basis of customer experience — the bar is so low, it’s doesn’t take a lot of