Customer experience

Customer experience management and improvement.

Generation Y concept
Insurance customers have increased expectations, with an important role for younger consumers. In a video made at the occasion of the World Insurance Report 2016 (see below), Capgemini and Efma emphasize a few focus points of the report, which has been covering important insurance trends for many years now. A key...
Digital banking concept
Digital banking and mobile banking are mainstream, yet research shows that not all is well from the consumer perspective. What do customers expect from their banks? In order to know it's always good to conduct some (VoC) research and analyze the individual sitation as all banks are different and contextual...
Customer experience and business results - image ClearAction - source post by Lynn Hunsaker
The customer experience plays a crucial role in digital transformation. Or better: many digital transformation initiatives arise from pain points, business/innovation needs and growth/transformation imperatives on the customer (experience) side of business. These are caused by the increasing importance of an end-to-end customer experience improvement approach, which in turn is,...