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 26, 2015

Member Engagement Dominates Health Insurance Conversation at AHIP Institute

What a difference a year makes. Last year in Seattle, the annual AHIP Institute health insurance conference included some references to customer centricity, but it was a peripheral conversation. At this year's AHIP Institute in Nashville, the "consumer" was everywhere.

Nearly everyone was talking about member engagement, customer experience, and building trust in sessions and on the show floor. It's clearly evident that health insurers have gotten the message about the importance of customer centricity. Now the challenge is to make it work.

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June 22, 2015

Video: Fighting Customer Churn

Tim Keefe discusses the importance of fighting customer churn. More and more businesses are looking at customers from a lifetime value perspective, using purchase history and propensity to identify who may be at risk of leaving. A safety nets approach to individual customers will have a positive impact on the customer experience, customer relationships, and a company's bottom line.

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April 15, 2015

Connected Customers Need Connected Customer Strategies

As always, the 2015 Mobile World Congress was full of new gadgets and eye-popping technology innovations from leaders in the communications space. Though initially exciting, many of these breakthroughs require a more focused attention on the customer experience to see them move off the trade show floor and in everyday consumer life. And from our experience at the show speaking to telecom leaders from around the world, it's clear that the space is ripe for strategies aligned to customers.

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