What Does VUCA Really Mean?
Throughout the past decades we find numerous terms in the popular business press and academic literature that refer to an…
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10 ways AI will improve the customer experience in 2023
Most business leaders today don’t need convincing about the power of artificial intelligence (AI). They are swayed by the promise…
How Will AI Improve Customer Experience in 2023?
Artificial Intelligence (AI) is no longer sci-fi. There is a reason AI in customer experience has been the point of…
Rethinking Customer Experience in the Insurance Industry
Over the past few years, changes in customer behaviours have spurred the rise of digital innovation in the insurance industry.…
Top 5 Customer Experience Metrics for Insurance
Every industry is feeling the pressure to improve their customer experience, and insurance is no different. Insurance customers are demanding…
The Value of Digital Transformation
“While 89% of large companies globally have a digital and AI transformation underway, they have only captured 31% of the…
What Is Customer Lifetime Value (CLV)
The estimated value of each customer can play an integral role when making business decisions, such as whether to invest…
Customer-Centric Culture Barriers and Ways to Address Them
“We believe in a customer-centric culture!” “Our values include putting the customer in the center of everything we do.” “We…
Are You Undervaluing Your Customers?
It’s time to start measuring and managing their worth. The true purpose of a business, Peter Drucker said, is to…
Total Experience starts by breaking the outer silos between customers and employees
1. PREFACE Anyone working in the customer experience field knows that once you start digging deeper you realize that customers…