The best person I know of to learn about creating an exceptional customer experience is Joseph A. Michelli. He is an internationally sought-after customer experience consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on the customer.
Editor’s note: This is an excerpt from Matthew Griffin’s upcoming paper The Future of Insurance 2020 & Beyond. It is clear from the developments and progress made in 2016 though that the industry’s appetite, pace, and propensity for change, albeit partially fuelled by an increasingly competitive and dynamic marketplace, is accelerating. It’s unlikely that ...
In addition to the still highly topical issues, outlined in part 1, I’d like to raise another four points which I personally foresee key for innovation management in the time to come – making no claim to completeness: Organizational Ambidexterity As you can see from previous posts, I’ve been passionately advocating the importance of organizational ambidexterity for a couple of years ...
The challenge for companies will be to find their positions in upcoming platform ecosystems. Not every company has the capability and influence to act as an orchestrating platform builder. But even participating in other firms’ ecosystems can be highly attractive. Continue reading
Channel Data Management has an essential role in enabling a higher level of end customer visibility and enhanced Customer Experience. Continue reading
Given the health risks of carrying a smartphone (or any kind of mobile device) too close to the body for extended periods, I try to always remove electronic devices from my pockets whenever I can. For ten years this has never caused a problem until Saturday. This marked the first time in more than a decade that I walked off and forgot my smartphone. Now I’ve had the joy of... Continue reading
As more companies move toward self-service, it is relevant to ask how customer participation impacts satisfaction and service quality. Research is reviews that makes it clear that firms should take care to find the optimal level of customer participation for their service, and that this optimal level depends on customer readiness to serve themselves. Continue reading