Articles

CX Transformation for Insurance: Is Trust the Biggest Issue?

CX Transformation for Insurance: Is Trust the Biggest Issue?

It probably goes without saying that improving customer satisfaction is a challenge for any business. From delivering consistency across all channels, to keeping up with a rapid pace of technological change and an increasingly demanding customer base, the road to transformation can appear daunting to most. But to insurance providers, the challenge can seem even greater - whether it's dealing with a lack of opportunity to engage with customers or with what is arguably the biggest concern: trust. We explore the reasons and the possible solutions when it comes to the T-word for insurers looking to transform their service.
The Evolution of Customer Experience

The Evolution of Customer Experience

The key trends, challenges and investments from the last 12 months and how they will shape the CX landscape in 2016.
6 Ways to Create an Exceptional Customer Experience using Multiple Digital Channels

6 Ways to Create an Exceptional Customer Experience using Multiple Digital Channels

Since the early beginnings of internet-enabled services, the Nordic region has pioneered the adoption of digital into customer experience management (CEM). Today’s customers are more open to conducting their customer relationship in digital environments and these digital environments have become increasingly important over time. Embracing a multiple digital channel strategy not only requires transformation of the processes and systems that you have in place, but primarily it involves transforming the way you look at the problems you face in engaging with, and marketing to, your customers. With more digital channels competing for your customers’ attention, Customer Management IQ  explore how 4 companies in the Nordic region are leading the way in digital innovation within CEM. Download this exclusive article today and discover Customer Management IQ’s 6 top takeaways for customer experience excellence.
 The Voice of the Customer is getting louder – are you listening?

The Voice of the Customer is getting louder – are you listening?

Time to reduce painful processes How many times have you come across a company that doesn’t claim to put customers at the heart of its strategy?  But how many of us actually do? Delivering excellent service to customers extends far beyond a polite smile at the door. So many companies are so frustrating to do business with that it’s enough to make you want to tear your hair out and run around howling at the moon. Here's why it's time for a renewed focus on what the Voice of the Customer means for your business. No press is bad press? The now-famous “United Breaks Guitars” story where Canadian musician Dave Carroll posted humorous music videos on YouTube about his frustrated attempts to get compensation from the airline after - he claimed - baggage handlers damaged his guitar at Chicago’s O-Hare airport. You can watch one of the videos here: The videos quickly went “viral” receiving hundreds of thousands of views within just