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.

September 16, 2014

4 Rules of Employee Engagement

Engaged employees are the backbone of an organization. But while business leaders recognize the importance of an engaged workforce, several organizations have been facing high levels of disengagement for a number of years.

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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.

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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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