To stay competitive, the multichannel customer experience is now a critical part of a health insurer’s strategic plans. Four elements stand out for companies looking to get closer to healthcare consumers.

Poor customer experiences cost companies customers and revenue. Here’s how to change course and create a virtuous cycle of satisfaction and profitability to better meet performance targets.

Apple doesn't leave its customer experience to chance

Jasmine Green balances process, multi-touchpoint complexities, and street cred to ensure that Nationwide is on its customers’ side

The global CPG company is revitalizing a number of its brands by transforming the way it communicates with customers and employees.

Partnership marketing allows companies to meet customer needs and preferences in an increasingly converged world.

Balancing the three foundational business elements—people, technologies, and processes—helps financial institutions drive sales and enhance service.

Companies must shed their preconceived notions of multichannel strategy and see its true potential for providing a positive customer experience.

Stop focusing solely on satisfying customers and start building advocacy among the most valuable part of your customer base.

The high-tech retailer recently migrated from an all-digital marketing approach to a blended multichannel strategy. CMO Deborah Conrad explains how the agressive migration served as a wake-up call to the organization.

It may be time to rethink how to calculate customer value for a superior multichannel experience.

Four ways that social CRM can deliver a consistent customer experience in today’s multichannel world.

The (Business) Case for Customer Centricity