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Customer experience is an outside-in focus on customer behaviors and expectations across all points of customer interaction and engagement. Forrester Research defines three levels of the customer experience as: meeting customers’ needs, being easy to work with and being enjoyable to work with.


CommentaryMuch work remains to reconcile insurers' digital vision with the digital reality that seems to be arriving for other industries.
TrendsGartner finds the number of organizations investing or planning to invest in big data technologies has increased significantly though the number of implementations remains low.
ColumnCRM data analytics can enable a business to make the sales process smarter as well as empower field reps with easy access to business intelligence. This is done not only by studying CRM data itself but also by enriching that data with additional information from both inside and outside the organization.
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TrendsJuniper Research finds increasing maturity and innovation in mobile banking services
Information Management NewsWells Fargo and the online lingerie store True&Co have something in common: both are using analytics to improve the customer experience
FeatureTo satisfy increasingly sophisticated customer expectations, insurers must first rethink the business from the outside in, replace or modernize their technologies and continuously measure their progress.
BlogCrypto-currency is here to stay, and the changes to our global economy because of it will be staggering
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Information Management NewsIn a big data world, companies have more information than ever about their customers – so why aren’t they making better use of analytics to keep them happy?
NewsHP Customer Engagement Management Services—Social integrates social CRM into existing environment

One leading insurance company employed Vivisimo’s Velocity Platform to integrate data across multiple sources and applications to effectively manage inbound customer calls. This company has been recognized as one of the top insurers in the industry for the past 50 years. Their mission since inception has been a commitment to providing cost effective insurance, but with several business units each providing specific offerings, they began noticing a rise in call volume with unacceptable average handle times (AHT).

Success in business is, to a large extent, about optimizing the exchange of value with customers. The more value you can deliver to your customers, the more value you can get from them in the form of sales, higher margins, loyalty, references, and actionable feedback. Information plays a strategic role in this value exchange. When people in your organization understand your customers, their business challenges, your products and services, and how those products and services can best be applied to your customers’ challenges, they can deliver more value to the customer. Information delivers this understanding and insight to improve employee responsiveness to customers.

Learn how your organization can leverage your information to create a sustainable competitive advantage.
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