connected

Meeting the CX needs of the connected consumer

Published on: December 06, 2017
Author: Steve Nattress

We live in the age of the connected consumer. Everyone understands the huge amount of time people spend on their mobile devices, such as smartphones and tablets – there is even a term (Nomophobia), describing the increased anxiety we feel when we are away from our mobile. What does this mean for customer experience and customer service?

Insurance, the Internet of Things and customer experience

Published on: January 15, 2016
Author: Derek Lewis

As a sector, insurance has already been heavily disrupted by the internet, with the vast majority of policies now researched, bought and renewed online, either directly or through third party aggregator sites. This has dramatically changed how insurers operate and increased the focus on the customer experience as companies look to engage with consumers and retain their business. According...