360 View: Data Driven Connections for an Improved Customer Experience

by Phil Sidoti | May 17, 2012 | No Comments

Customer data and the quality of that data is a company’s most important asset. With every interaction, customers are providing critical information. And with rising costs, it’s more important than ever to capture this data accurately and completely, in a timely manner and in a consistent format, while making sure that all stakeholders utilizing the [...]

Getting Exact in How You Contact: Best Practices for Customer Experience Management

by Phil Sidoti | May 1, 2012 | 3 Comments

Over the past few years, top tier telecom carriers have been hiring customer experience leaders—multi-lateral champions of CEM (customer experience management) that advocate a customer-centric policy across all functional groups in an organization. With titles like VP of Customer Experience and SVP of Customer First Culture, this new class of telecom exec is tasked with [...]

FirstCare Health Reduces Errors With Document Management Solutions

by Barbara Bernard | April 25, 2012 | No Comments

Texas-based health insurance company, FirstCare, produces over 180,000 documents a year for their customers. As a provider of prepaid medical, hospital and related comprehensive health care services to HMO subscribers and dependents, FirstCare required a more efficient system of document generation and information archiving. FirstCare’s offerings also included government programs such as Medicaid which meant [...]

Trigger-Based Communications Become a Priority for Health Plans

by Barbara Bernard | April 17, 2012 | No Comments

We recently commissioned a study for IDC Health Insights, which had some interesting findings: One of the most interesting points is that more than 50 percent of health plans will invest in trigger-based communications to prompt consumers to take action. Trigger-based communications use data analytics to detect a consumer’s current status, and automatically initiate relevant [...]

Customer Communications Strategies and Solutions at World Health Care Congress

by Barbara Bernard | April 16, 2012 | No Comments

This week, we are joining the World Health Care Congress, where the main focus has been sharing best practices and advanced communication management solutions that help health care organizations drive patient and plan member engagement, increase revenues, and reduce costs. We’ve found that engaging consumers in the most effective and relevant ways and improving member behavior are [...]

More Secrets to Reducing Churn: Back to Cutting Weight

by Phil Sidoti | April 9, 2012 | No Comments

A few months ago, I drew an analogy between focusing in on “super foods” for more effective weight-loss efforts, and on “super customers”—the ones who are primed to be positively persuaded to do something different. That earlier post demonstrated how you could cut back on unproductive communications expenses—and I had promised to revisit this topic: [...]

Customer-Centric Marketing: Making the Move from Campaigns to Dialogue

by Bill Sinn | April 3, 2012 | 1 Comment

True customer centricity can help you boost retention and marketing campaign results by 30% or more while reducing your costs by as much as 40%. Hosted by Insurance Networking News, this webinar will discuss the common challenges and share best practice approaches for making the move from traditional marketing campaigns to new 1:1 customer dialogues [...]