Making Every Customer Message MatterIn financial services, communication is often treated as a necessary obligation. A policy document must be delivered, an account statement must be sent, a claim let
How might highly regulated organizations maintain a competitive edge while balancing rising customer expectations with strict adherence to regulatory requirements?... View More
Customer experience (CX) has become a defining measure of success across industries, and insurance is no exception. Today, loyalty and brand affinity are shaped not just by price alone, ... View More
The key question millennials are asking about their relation with their banks is this: Does my bank know me? In other words, is it addressing all my wants and needs as well as providing service so per
Economic pressures, regulatory shifts and evolving consumer expectations are converging to create a complex environment for health insurers. Amid this turbulence, many payers are hesitant to invest in
How much do I owe? How do I pay? Where’s my bill? Are any of your customers asking these questions? If so, it might be time to rethink your utility bills. ... View More
As competition increases in the insurance industry, the market is experiencing saturation with products, options and competitive alternatives... View More
Every line of business in the insurance industry has segment-specific communication challenges. Add reinsurance, and you compound the challenge of creating the best communication for each type of inte
In 2020 electricity production created 25% of global greenhouse gases directly and indirectly through powering industry another 21% (epa.gov). Fossil fuels created 63% of that (ourworldindata.org). In
There was a time when banking institutions had a veritable monopoly on products, services, and the customer relationship. However, this influence has been weakening in recent years, as third-party financial... View More
A customer communication is rarely just a document. It is a claim being paid, a benefit being explained, a disclosure that has to be exactly right. It is the moment a person decides whether the organi
How might highly regulated organizations maintain a competitive edge while balancing rising customer expectations with strict adherence to regulatory requirements?
There is a conversation happening in boardrooms and compliance offices across financial services, insurance, healthcare and utilities that tends to start with regulation and end with obligation. Organ
