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.

December 10, 2015

For Telecoms, These Three Automation Benefits Mean a Better Customer Experience

Despite its nostalgic undertones, the term "traditional" used to describe technology now substitutes as code for old and expensive. Rather, the transition to digital brings with it the promise of increasing customer loyalty, and for telecoms, digital adoption could be the industry's saving grace.

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December 7, 2015

Human to the Max

Over the last 25 years customers have become far more powerful and customer service has improved dramatically, as ever more services are tailored to individual customer specs and the overall customer experience becomes increasingly automated and frictionless. Clearly, the "one-to-one future" that Martha Rogers and I predicted more than 20 years ago has arrived in force, and is already re-defining the nature of our consumer economy.

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December 2, 2015

How Payers Can Uncover Key Member Engagement Opportunities

Open enrollment for healthcare coverage is in full swing. As millions of consumers shop for health insurance, health insurance companies are under pressure to attract and retain members. It's therefore important for payers to understand consumer needs and interests. And while loyalty is difficult to achieve in health insurance, it's not insurmountable. Here are tips to help insurers identify their high- versus low-value members and reduce member churn.healthcare_image.jpg

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