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How to earn customer loyalty in insurance through quality service and experience

Alexandra-Emily Kokova
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Are there clear winners of the race to great customer experience among leading insurance companies? According to a recent Forrester study, probably not. In this article we explore ways for insurers to step out of the middle ground of lukewarm CX and increase customer lifetime value through advanced customer analytics models. TABLE OF CONTENTS The European…

ECR 2021 during & post-event online brand buzz performance

Alexandra-Emily Kokova
Online analysis based on ECR 2021 mentions in the period 03 Mar – 10 Mar 2021 03 Mar - 10 Mar 2021 The European Congress of Radiology’s (ECR) 2021 edition was for a second year in a row, entirely online. The event’s programme focused on physical and mental wellbeing. Professionals from across the world shared knowledge and insights on issues related to mindfulness and resilience. Activity over time Key topics…

Episode 11: Solving Customer Analytics Challenges

Alexandra-Emily Kokova
Customer experience analytics is commonly considered as the discovery, collection and analysis of customer data. This data aims to help you make intelligent decisions through actionable insights. Whilst the field is rapidly growing, the exact scope and impact significantly varies from one organisation to another. Episode 11 of the CX Impact Podcast features GemSeek's managing director and renowned customer experience expert - Morgan Evans. Morgan and Momchil talk about the…

COVID-19: A Catalyst for Change throughout the Healthcare Continuum

Alexandra-Emily Kokova
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research TABLE OF CONTENTS Healthcare education in times of crisis > Telehealth is here to stay > Organisations’ COVID-19 tech strategies> Remote patient monitoring and implementation of new digital tools – the new standard of care > Deep-dive in vital signs monitoring during COVID-19 > Keeping the momentum > COVID-19 brought a seismic change in the way…

The Customer Experience Impact Strategic Framework: How to Prioritise and Scale Up High-Return Initiatives and Multiply Business Value

Alexandra-Emily Kokova
Creating value What is a job to be done? Great CX or appropriate CX Deliberate actions & intelligent trade-offs CX Impact in practice Tips to get started CX Impact: The Missing Ingredient A study after study shows that customer experience management is growing in importance for companies. Yet, understanding customers and implementing measures to improve their experience remains a major challenge for CX leaders. Many companies engage in an endless…

The CX Impact Hub is now officially certified by the Customer Insitute

Alexandra-Emily Kokova
The most accurate answer to “What is the ROI of my CX program” Do you report NPS as a key metric to top management and even the board of company, but still struggle to give exact numbers when asked about how increased customer satisfaction correlates to higher revenue? Well, you are not alone. A lot of Customer Experience executives can measure the effect of certain initiatives and improvements in terms…