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.

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.

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March 10, 2014

Customer Lessons Learned from the Health Insurance Exchange Rollout

A top story in the U.S. recently has been the nationwide rollout of health insurance exchanges as part of the Patient Protection and Affordable Care Act, otherwise known as the ACA, or Obamacare. For the first time in the country's history, every citizen is required to have health insurance. Open enrollment began on October 1, 2013, and runs until March 31, 2014. As of February 2014, 3.3 million Americans have enrolled, with a goal of 6 million by the end of March.

Whatever your politics, the fact is that the law is in place, and there are many facets and players involved in its implementation. And a new white paper from the staff of Customer Strategist journal looks at what's working, what's not, and what steps can be done by payers, providers, exchanges, and other players to smooth the ACA's bumpy experience road.

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February 12, 2014

Unlocking the Genius Within Data

The world is being bombarded with data. With every click of a mouse, every purchase at a store, and every other interaction, customers are sending crucial information that organizations can leverage.

Not only does data creation show no sign of stopping, it will continue to increase. An IDC report has found that the digital universe will multiply by a factor of 300 between 2005 and 2020, when it is expected to hit 40,000 exabytes.

This gargantuan amount of data hides precious nuggets of information that can be instrumental in determining a company's next step forward. It is therefore no surprise that forward-thinking business leaders are making an effort to prioritize their data strategy.

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