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Business Process Services
Top 5 ways Customer-focused Airlines Can Stay Aloft
No one likes to wing it when the stakes are high. Airlines had little choice when the pandemic hit, scrambling to accommodate millions of grounded customers while also rapidly implementing new safety protocols on near-empty flights. As domestic flights rebound in high-vax regions like the US, the biggest challenge now is making up for lost international and business class bookings. Here are the strategies customer-focused moves airlines can consistently apply to glide closer to profitability.
How Are You Adapting to Today's New Retail Customer?
The Covid-19 pandemic has triggered breaks in sometimes long-established consumption patterns. Customer behaviors have changed and changed again—often on the fly. Customer preferences have adjusted. Brand loyalties have been called into question.
Convert Disputing Customers into Brand Advocates
Customer retention is critical to success. It can result in higher revenue per customer through cross-sell and up-sell. The economics of new customer acquisition show that retention improves the cost-to-income ratio. As a result, banks and financial institutions increasingly look to dispute management as an opportunity to strengthen customer relationships. Dispute processing directly impacts customer retention, growth, costs, and brand perception.
Why Make the Journey to D2C Alone When You Don't Have To?
A large number of insurers have now opened-up some form of direct-to-consumer (D2C) channel, but many still face challenges and aren’t realizing the full potential of their investment. Others are increasing their investment in the direct online sales channel already part of their business. Often, these efforts complement recent investments in remote claims handling and greater underwriting automation.
Transform Mortgage Servicing With Conversational AI
With the accelerating pace of change in the mortgage industry, servicing needs a new way to build stronger customer relationships. Digital engagement in mortgage servicing is central to a customer experience (CX) strategy.
5 Factors Driving Customer Experience Transformation
Customers today expect omnichannel experiences. They want customer service, support and sales teams to understand their relationship with the company and know their history. While deploying omnichannel goes a long way in eliminating customer experience failures, omnichannel by itself does not transform a company’s customer experience. Here are five factors driving true customer experience transformation...
It's Time to Get to Know Your Customer. All Over again.
Pandemic or no pandemic, consumers want to be known, engaged, and rewarded. And brands are happy to oblige. Gaining a better understanding of your customer empowers personalization—helping them get more of the goods and services they desire, how and when they want them. The result? Businesses get better top and bottom lines and customer loyalty grows. It’s a win-win proposition
True Omnichannel Customer Experience Is Table Stakes Today
An overwhelming majority of today’s consumers rate customer experience as more important to their product preference and purchase decision versus price. Omnichannel customer experience has become the bedrock of successful customer experience strategies. Today, 9 out of 10 customers desire an omnichannel experience.