Customer Experience

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.

The perception is that insurers use outdated methods of communication, making them appear untrustworthy, even incompetent.

Customer insight models are dated. They should focus more on events in customers' lives, and less on "needs-based segmentations."