Customer Engagement

Techno-cocktails of the senses

Techno-cocktails of the senses

Increasingly organisations aim to engage their customers and users at a deeper level, by tapping into their emotions and stimulating their senses. Innovative technologies are increasingly helping with this by creating sensorial stimuli to enrich the experience and influence the mind.

Reclaiming your time at the time of a claim

Reclaiming your time at the time of a claim

Claims are a key moment in the insurance journey and key to customer retention. However, the customer experience is often a chronicle of frustrations and bad endings. How can insurers leverage technology and automation to improve the claims journey and drive loyalty and business value?

You're hot and you're cold

You're hot and you're cold

Many studies show that customers’ behaviours and decisions are greatly influenced by emotions. However, most organisations are not clear about what their customers’ emotional motivators are and therefore ignore opportunities for strengthening customer engagement.

Emotions are loud but nobody listens

Emotions are loud but nobody listens

People's decisions and behaviours are driven by emotions, but most Voice of the Customer programmes focus only on the transactional aspects of the customer journey, without trying to understand how the customer felt