Customer expectations have changed. Many brands claim to care about their customers, yet their actions often suggest ...

A new Hearts & Wallets survey shows financial advisory clients want proactivity, but too often are not getting it.

Proactivity, one of the top-growing "wants" of clients, also proved to be the biggest satisfaction gap. The report showed 45 percent of households nationally rate proactivity as highly important, but ...

Imagine contacting customer support and receiving an instant, context-aware response that perfectly addresses your needs—no ...

Cigna aims to improve customer relations while keeping a close eye on the bottom line. If it works, other insurers may be ...

It is the voice of the customer (VOC) that is the driving voice. Additionally, it is what should be important to the ...

Loyalty programs that prioritize personalization, flexibility and seamless experiences are strategic tools for building ...

Recent advancements in AI are helping insurers and auto repair shops accelerate resolve vehicle damage claims.

The first step in improving customer experience is understanding what your customers truly want. This means going beyond ...

According to a December 2024 Gartner survey, 85% of customer service leaders plan to explore or pilot customer-facing conversational generative AI solutions in 2025. According to a separate Gartner ...

A customer satisfaction index has been introduced to assess the impact of such reductions on customer comfort. A comprehensive VB model is employed to govern the aggregator, ensuring adherence to all ...