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Member Engagement Dominates Health Insurance Conversation

At this year's AHIP Institute health insurance conference show in Nashville, the "consumer" was everywhere. Nearly everyone was talking about member engagement, customer experience,...

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Four Customer Experience Challenges for Connected, Driverless Cars

Driverless and Wi-Fi enabled vehicles are transforming the automotive experience. These futuristic cars are designed to make our lives easier by allowing us to focus on other tasks besides getting...

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Forecasting Financial Services’ Next Generation of Mobile Customer Engagement

Mobile has forever transformed the way we communicate. Because consumers are less receptive to direct selling as they once were, mobile apps now provide financial firms with an innovative way to...

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The Five “P’s” of Guarding Against Cyberattacks

Cybersecurity threats have become an unavoidable part of doing business today. Businesses across industries are undergoing a digital transformation but these innovations also carry security risks...

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Four Steps for Raising Your Contact Center Intelligence

Customers today have myriad ways of reaching businesses from email and social media to video chat and the phone. As a result, customer and associate interactions are becoming increasingly complex...

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Three Best Practices for Delivering Exceptional Omnichannel Customer Experiences

It’s virtually impossible to discuss customer experience without mentioning “omnichannel.” Customers have become accustomed to using multiple digital touch points to interact with...

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Four Ways to Handle Recalls More Effectively

The recent airbag recall of more than 30 million vehicles by Takata has drivers concerned about whether their cars are safe, and confused about what to do next. It also has automakers concerned...

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Bringing the Amazon Experience to the Financial Ecosystem

Companies everywhere hold up Amazon as the pinnacle of digital strategy. This is largely due to Amazon’s recognition of its customers’ evolving behaviors and its success in meeting...

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Giving IT and Marketing Equal Partner Status

The IT-marketing dynamic serves as a critical one in today’s marketplace. For marketers, a close connection with IT means having direct access to customer data—a top priority of all...

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