Tag Archives: Customer experience

A New Take on Being Customer Obsessed

A New Take on Being Customer Obsessed

Those of us in business often latch onto words and phrases as the latest “bright and shiny objects” to share with others. While instilling new thinking is great, the downside of this tendency centers on the misuse and misunderstanding of those catchy phrases. Think of how often we hear “digital transformation,” or “customer-obsessed” (and the alternatively worded “customer-centric”) bandied about. ...

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Top 6 Reasons Why Customer Experience Mapping Efforts Fail

Before we can talk about how to improve customer experience maps, let’s start with a definition. Customer Experience Map: A large, colorful chart that impresses leadership for a few weeks and then gathers dust in the corner. A complex visualization that requires a user manual in order to identify anything productive. A user-centered process that, once completed, leaves teams too exhausted ...

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The Future of Insurance: 15 predictions for 2017

  Editor’s note: This is an excerpt from Matthew Griffin’s upcoming paper The Future of Insurance 2020 & Beyond. It is clear from the developments and progress made in 2016 though that the industry’s appetite, pace, and propensity for change, albeit partially fuelled by an increasingly competitive and dynamic marketplace, is accelerating. It’s unlikely that 2017 will be a breakout ...

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Service Redesign – Lost T-Mobile Smartphone

Service Redesign - Lost T-Mobile Smartphone

Given the health risks of carrying a smartphone (or any kind of mobile device) too close to the body for extended periods, I try to always remove electronic devices from my pockets whenever I can. For ten years this has never caused a problem until Saturday. This marked the first time in more than a decade that I walked off and forgot my smartphone. Now I’ve had the joy of...

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