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Blog Entry
Personalizing the Insurance Consumer Journey with a 360-Degree View

It’s a simple fact: Today’s data-driven organizations outperform their competitors—up to 23 times, according to McKinsey Research. But many of today’s organizations struggle to get the 360-degree picture of their customers needed to make hyper-personalization a reality. The insurance industry ...


Blog Entry
COPC Standards Committee 2019 Fall Meeting Recap

By Kyle Kennedy From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard ...


Blog Entry
Customer Journey Mapping - How to Get Started

Customers expect their needs to be satisfied every time they engage with a brand. If an organization fails to deliver at any moment, it could trigger the end of the relationship. Of course, it is quid pro quo. Satisfied customers demonstrate greater brand loyalty. For example, organizations that...