Customer Experience

Companies that reach consumers when they are making decisions and forming preferences will be ahead of the curve. Clean data is key.

A new approach -- the Humalogy Scale -- lets you improve customer service while creating a lean organization that lowers costs.

Lead generators and call-center agencies show promise, as aggregators gain ground, but "digital agencies" are the future.

Most of the lessons from the primaries aren't pretty, but they do offer some insights into how to think about modern customers.

With CRM, start by identifying your customers -- policyholders and prospects, for sure, but don't forget your brokers and agents.

A Gallup survey found that 71% of your B2B customers are thinking of taking their business elsewhere. Four actions can head off the threat.

A survey of 12,000 insurance customers in 24 countries discovers how connected insurers can capture hearts, minds -- and market share.

A survey of 12,000 insurance customers in 24 countries discovers how connected insurers can capture hearts, minds -- and market share.