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The challenge A leading online consumer goods company that specialised in ethically-sourced merchandise prided itself on its innovative products. However, behind the scenes, the company struggled to provide a seamless, omnichannel experience. This...
The ChallengeA leading property and casualty insurance firm was seeking a flexible staffing model that would allow for cost savings during the natural downturn during the fourth quarter for sales. It wanted to reduce costs and headcount but also...
The Challenge A leading global financial services company with business lines in life, vehicle, travel, and health insurance, had a legacy claim storage system that was unable to show linking between multiple claims. The lack of linking between...
Customers want to reach brands on their own terms, whenever, wherever. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalised customer service. But these two platforms aren’t interchangeable....
The Challenge In the travel industry, customer loyalty is everything. An airline company that had built a robust loyalty program was seeking to transition associate support for its premium loyalty members to an offshore model without sacrificing...
If an exceptional customer experience is the goal, does a contact centre’s average handle time (AHT) matter anymore? For decades, the prevailing attitude towards contact centre effectiveness was “volume is value”-- and rewards...
We worked with one leading property and casualty insurer that wanted to increase new member acquisition to its emergency roadside services. Unfortunately, its in-house prospect file was suffering from fatigue and targeting models were losing their...
The ChallengeAn insurance firm was seeking to deliver superior performance and results mirroring the retail banking experience. It was seeking new market longevity strategies to ensure a large pool of licensed skilled associates, while containing...
The challenge A global social media platform receives the bulk of its revenue from advertising. The last quarter of the year leading up to the Christmas holiday is a key period for the company and in this most recent holiday season it ran a...
The challenge As a result of a surge in e-commerce activity and customer demand, a leading online retail marketplace needed to quickly expand its customer support, including monitoring transactions for fraudulent activities. It needed a partner...
The challenge A car parking management firm that lets customers book parking spaces in advance on an app faced a tremendous backlog of more than 19,400 customer refund and cancellation requests. As a result of government-mandated quarantines,...
Strategy Guide | 10-min read 7 Predictions for Insurance Experiences in 2021 Against the backdrop of digital transformation and pandemic response, insurers can accelerate their efficiencies and redraw the experience landscape to prepare for a...
STRATEGY GUIDE | 10-MIN READ CXaaS: The Future of Customer Experience To meet the evolving pace of business, leading brands are changing their business models to be more flexible and focused on outcomes. Customer Experience as a Service (CXaaS) is...
Strategy Guide | 8-min read 7 Predictions for the Future of Banking Banking CX and employee engagement reimagined to serve tomorrow’s needs today. The COVID-19 pandemic pushed the evolution of customer and employee experience in the banking...
Strategy Guide Understanding the Retail Customer Journey Every Step of the Way There are many things retailers can do to become truly customer-centric. The first step is to make a commitment to consider the customer experience as a priority that...
Strategy Guide CX Best Practices for the COVID-19 Vaccine Rollout In the rush to get the Coronavirus vaccine out, don’t forget the customer experience. The logistical challenges for pharmaceutical companies, government agencies, healthcare...
CX eBook | 8-min read Rethink Your CX Structure Today to Build for Tomorrow Finding the right mix of human and digital components in your CX structure is key to business success in an omnichannel world. Customers crave the empathy that comes with...
WHITE PAPER | 10-MIN READ The Next Normal: Building Back Better Customer Relationships How can companies refocus and build back better customer relationships in the postpandemic new normal environment? As we emerge from the darkest days of the...
WHITE PAPER | 10-MIN READ The Future Of Insurance - Transformation Is Key Through The 2020s Several steps all insurance companies can explore for their own transformation It feels like insurance is one of those industries that has been with us...