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Can Effective Customer Care Increase Profits in the Media Industry?

According to the Harvard Business Review, there is a strong direct link between a company’s employee satisfaction, customer loyalty, and profitability – called the Service-Profit Chain. Customer loyalty follows from customer satisfaction, which builds by meeting and exceeding the expectations of subscribers. High customer satisfaction cannot be underestimated.

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Can Effective Customer Care Increase Profits in the Media Industry?
The “Consumerization of IT” in Travel Requires Personalization Expertise

The “Consumerization of IT” in Travel Requires Personalization Expertise

Amid today’s digital era, many travel companies are still living in the “analog” world of developing relationships with customers. The “mass production-mass market” mindset that emerged out of industrial revolution has unfortunately survived through the advent and maturity of the World Wide Web.

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Banks Can Help Millennials Achieve Financial Goals with a Fintech App Approach

There’s no doubt that the world of finance is changing dramatically, as new fintech apps are disrupting the way we think about our money. Apps like Mint, Acorns, Digit, etc., are looking to solve these problems by providing a full view of one’s finances, current spending and budget habits, and how to save and invest at a micro-level.

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 Banks Can Help Millennials Achieve Financial Goals with a Fintech App Approach
How to Perform a System Analysis Before Implementing a Duck Creek Upgrade

How to Perform a System Analysis Before Implementing a Duck Creek Upgrade

Giving your business the infrastructure it needs to thrive sometimes means upgrading the infrastructure you already have in place. With Duck Creek, that means upgrading the platform component – taking your current, client-specific configuration and merging it with the latest release of Duck Creek Platform code.

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Getting Ahead of the Game Using Blockchain in Insurance Industry

Blockchain, since it made its official debut back in 2009, has emerged as that ‘dazzling new technology,’ which has the potential to forever alter the business landscape across financial organizations. While it is yet to be accepted as mainstream technology, Blockchain is certainly creating the right buzz. A report by Ernst and Young (EY) considers Blockchain as a game changer but with a few more years to come to fruition.

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Getting Ahead of the Game Using Blockchain in Insurance Industry
Robo-Advisors are Becoming a Factor to Customer Acquisition in the Wealth Management Industry

Robo-Advisors are Becoming a Factor to Customer Acquisition in the Wealth Management Industry

In 2017, the wealth management industry’s focus on increased profitability must balance responding to regulations with developing the agility to acquire the next generation of clients. Effectively applying new technologies for efficiency will be key. Wealth management firms are increasingly using Business Process Management (BPM) to improve client onboarding along with robo-advisors to integrate core advisor desktop components to increase advisor productivity.

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Surety Today: Investigating a Contractor’s Character with N-Surety’s Underwriting and Analytics Capability

The three pillars of surety underwriting are character, capital, and capacity. These “3 Cs” have been the basis for evaluating bond creditworthiness for decades, and they remain so today. The manner that underwriters evaluate the principal’s capital and capacity for work has become more sophisticated as new technological tools are developed. Technology has been a positive influence in these areas, but how do we evaluate the intangible nuances of character in today’s electronically driven environment?

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Surety Today: Investigating a Contractor’s Character with N-Surety’s Underwriting and Analytics Capability
Excelling at Customer Centricity in Today’s Insurance Industry

Excelling at Customer Centricity in Today’s Insurance Industry

I recently authored a series of articles for Property Casualty 360° on utilizing data and technology solutions in the insurance industry to decrease customer churn, increase revenues, and lower costs. Employing an omni-channel solution to become more customer-centric as well as efficiently and fully leveraging data to drive customer excellence will be key differentiators for insurance companies this year.

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From Data to Contextual Personalization and Beyond

The First Step to Attaining the Ever Elusive “Delighted Customer”

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From Data to Contextual Personalization and Beyond
Personalization Across all Stages of the Consumer Journey is a Must for Retaining Bank Customers

Personalization Across all Stages of the Consumer Journey is a Must for Retaining Bank Customers

Recent research indicates that customers want their primary financial institutions to look and act more like their non-financial partners in how they gather and use their personal and transaction data. They expect their personal financial institutions to understand where they stand financially and what may lie ahead. Consumers want their financial institution partner to securely manage their finances, understand their goals and preferences, and proactively deliver the right offers and services to help them achieve financial well-being.

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