Nikhil Datar is a customer experience improvement leader helping companies that want to put the customer at the center of their business model. He is a founding member of CXPA. He has led multiple customer experience transformation services and solutions that delivered direct business benefits. He is a trusted partner who understands not only enabling technology but the people and process needed to truly transform business and customer experience.
Two insurance industry surveys for 2014, released by J.D. Powers (Auto Purchase and Property Claims), conclude that timely and relevant communication is the dominant factor in customer satisfaction. The studies show the intrinsic value of communication in building trust with customers, resulting in retention and in growth.Roughly 45% of insurers cited customer-experience levers as top business goals in […]