Peppers & Rogers Group combines a global perspective, deep expertise in customer strategy and decades of experience serving top companies. Read our latest insights and thought leadership on the customer economy.

August 29, 2014

Three Ways Big Data Impacts the Healthcare Industry

The New York Times recently published a story outlining the potential benefits and dangers in predictive health analytics. The article, "When a Health Plan Knows How You Shop" highlights an experiment by the insurance division of the University of Pittsburgh Medical Center to incorporate information like household incomes, education levels, and marital status into its forecasting models for future use of health services.

Continue reading "Three Ways Big Data Impacts the Healthcare Industry" »

June 30, 2014

There's More to the Customer Experience than Meets the Eye

Customer experience. It's been a buzzword in the halls of many companies for years. But what does it really mean? On the surface, it's simple - the experience a customer has with a brand. The term is often used synonymously with customer service. Yet this paints a very narrow picture, limiting the potential of true customer experience strategy and execution. By expanding your view of what customer experience actually is, you can unlock its potential in places that were previously hidden.

Continue reading "There's More to the Customer Experience than Meets the Eye" »

June 20, 2014

The Two Hottest Buzzwords at Call Center Week: Omnichannel and Analytics

Attendees at IQPC's Call Center Week conference explored a wide range of topics, from cloud contact center platforms to workforce management. But, there were two themes that clearly echoed throughout the conference expo and hallways that not only signal two key trends in customer support - they're also closely linked with one another.

Continue reading "The Two Hottest Buzzwords at Call Center Week: Omnichannel and Analytics" »

© 2013 Peppers & Rogers Group. All Rights Reserved.