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.
Technology
My name is Andre Popov, and I recently joined Peppers & Rogers Group as a partner in the firm's Telecom, Internet, and Media (TIME) practice. It's an exciting time, and I hope to provide some insight and strategic point of view on what has become my true passion: the world of strategy, digital and innovation.
Continue reading "Introducing Andre Popov, Digital Advocate" »
For executives who make strategic decisions based on customer data, gaining a single view of the customer is the Holy Grail. One of the key benefits of multichannel integration is gaining that holistic view. In many organizations, however, channels have been built separately and independently, leading to inefficiencies, fragmented views of the customer, and conflicting messages to the customer.
To provide consistent, targeted, and meaningful customer experiences, companies must work to align and integrate all their channels and customer touchpoints. There are three steps that lay the groundwork for doing so.
Continue reading "Customer Strategist Simge Alpargun:
Building a Multichannel Framework" »
Under the current business model, healthcare insurance in the United States is sold to individual consumers through brokers and employers. But as the U.S. healthcare industry continues to undergo reform, the market will increasingly shift from a B2B model to more of a B2C model where individuals have a stronger voice in their healthcare decisions, including greater choice over the healthcare insurance provider they select. As such, it's going to become increasingly important for healthcare insurers (i.e. payers) to develop a much better understanding of the needs, behaviors, and value of individual customers in order to tailor product offerings and support more cost-effectively.
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