What do you think of when you hear the word “friction”? Maybe a point of contention you just can’t…
Tags: adoption, customer experience, customer frustration, customer satisfaction, digital payments, omni-channel, online payment system, saas, user experience
We’ve all worked for that one company (or maybe companies, plural) that subscribes to a traditional, hierarchical organizational structure….
Tags: culture
For utility service providers, CS Week is the #1 educational and customer service conference serving electric, gas and water/wastewater…
Tags: customer effort, customer experience, digital payments, self-service, user experience, utilities
Customer experience is on the move…literally! The boundaries of Customer Information Systems (CIS) are extended to include customer self-service,…
Tags: customer experience, implementations, online payment system, partnerships, utilities
As a member-owned Town Mutual Insurer, Northern Finnish Mutual Insurance Company (NFMI) and their subsidiary, NFM Auto Agency, Inc.,…
Tags: customer engagement, customer satisfaction, digital payments, online payment system, policyholder experience, saas
Choosing an insurance provider is a major decision for policyholders – and who among us can say they don’t…
Tags: customer effort, customer experience, insurance, policyholder experience, user experience
The Town of Elizabeth, CO, was stuck in a frustrating situation: their legacy online payment system was increasing staff…
Tags: adoption, customer experience, customer frustration, ebpp, online payment system, partnerships
Removing friction from the customer experience has become one of the major focuses of insurers worldwide, and for good…
Tags: customer churn, customer satisfaction, infographic, online payments, policyholder experience, self-service
For most elected officials, at least on the local level, constituent communications often present a challenge. While communications around…
Tags: adoption, customer engagement, customer experience, online payment system
