Customer Experience

While strategies supposedly begin with customers' desires, they mostly don't. A real customer-insight strategy needs to begin with three steps.

If you really listen to the voice of the customer, you'll hear horror stories. It can be easier to find early-stage funding than to buy insurance.

Picture a Bizarro world retail destination with a genius bar providing consulting, showing simulations, demonstrating the latest telematics....

We now live in a one-click-to-buy world where customers demand extreme convenience based on deep understanding of their needs.

Insurers must start with a single view of the customer -- which only about a quarter now have -- but then build a fully 720-degree view of each individual.

As the company learned with Windows 8, even a massive ad campaign can't save a lousy product or reverse a crummy customer experience.

While there are wars fought over the three most common metrics, it turns out that the metric isn't what matters.

Big data will bring three waves of change -- soon -- and they are already showing up in healthcare.