Nancy Green

Nancy Green is part of the US Customer Communication group at MetLife and is responsible for transforming the customer communication experience, including setting standards and guidelines for correspondence and developing easy-to-understand content. She is a Chartered Financial Analyst and serves on the Advisory Board of DSF ‘18.

Fall Digital Issue 2017

Inventories & Metadata: The Essentials for Great CCM

BY Nancy Green

Oct. 16 2017

We have all been busy over the last few years improving design, simplifying content, and setting standards to make it easier for customers to understand the business correspondence that they receive. Across...

From Hyper-Personalization to Predictive Communications

By Eric Riz

For more than a decade, personalization has been the dominant narrative in customer experience. Organizations invested heavily in understanding their customers. They built data lakes. They deployed an
Digital Was the Easy Part...

By Liz Stephen and Mia Papanicolaou

We’re now in the experience economy, where customers measure companies by how easy, clear and effective it is to get something done
How to Make Channel-Agnostic Content a Reality in 2026

By Patrick Kehoe

In 2026, many organizations are still trying to meet modern expectations with yesterday's siloed content operating model. Until that changes, the gap between what customers expect and what organizations can deliver will continue to widen
Hybrid Test Data Strategies

By Jennifer Raml

Test data strategy belongs in boardroom discussions, not buried in technical specifications. But here's what actually happens: executives assume IT has it handled, middle managers inherit whatever st
Forms That Fuel Growth

By Andrew Stevens

Despite their pivotal role in customer journeys, forms are still viewed by many organizations as operational overhead. In a digital-first era, that outdated view is a hidden drain on revenue and a gro

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