Customer Experience

There are differences in products, and, sometimes, those differences are worth what they cost. What if we tried "sort by delight"?

“It’s all about the customer.” How often have we heard that statement? More times than we can count. Yet it is more relevant than ever.

Distribution is in need of constant change because growth will happen in areas where relationships are just as crucial as digital preparedness.

Technology can let us recapture some of the simplicity of the fabled picnics on a pleasant spring day in the bluebell-filled woodlands.

The power shifts to the individual, and, because he is under no obligation to share what he knows, now the carrier faces a disadvantage.

Not everyone wants a connected life. Some will always want to go their own way. Insurers need to be ready.

You'd expect Disneyland to be the examplar, but it makes a common mistake: It doesn't think through the whole customer experience.

Many firms aspire to "customer-centricity." Far fewer achieve both improved customer experiences and sustainable profit growth.