by Chris BurandThere is little future for snake oil salesmen because bots can offer inadequate coverage much more cheaply than humans can.
by Phil BrittThe fact is that a better customer experience and lower costs can go hand-in-hand. Here are some strategies.
by Jon PicoultNet Promoter surveys were never meant to be a single query. A second, equally important question should be part of any NPS strategy,
by Karen PauliGiven the enormity of the changes in motion related to customer and agent expectations, technology skills alone will not suffice.
by Jon PicoultCompanies will again pledge major focus on improving the customer experience, and then -- ready for the bold prediction? -- little will change.
by Denise GarthThe lesson for insurers about market boundaries is that the industry isn’t simply being reshaped, it is being “unshaped.”
by Mike ManesWhat if we, as professionals, ignore the pain of our clients and don’t reinvent ourselves and our industry to work first for the consumers?
by Chris Burand
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An introduction to ITL Advisory