Customer Experience

Here are three tips for improving the experience and attracting customers -- while decreasing costs.

To test and learn, you may need to be a data scientist, psychologist, artist, storyteller, sales coach, economist and leader. Quite the challenge.

EY's latest global survey contains some surprising findings, such as, "Just because they leave you doesn't mean they don't love you."

A study reveals the ROI of a great customer experience -- and the penalty for a bad one.

The annual business interruption worksheet can be supplemented with information that generates a realistic look at risk -- and cuts premiums.

Retailers and others have been able to provide customers the experiences they want. Why is this so hard for carriers?

Many insurance carriers are finding they have to overcome decades of information neglect.

I've had to send faxes, repeat my member ID over and over in the same conversation and not know how a policy change will affect my bill. Not good.