Access our Latest Thinking
With change coming faster than ever, our subject matter experts are challenged to stay ahead of the market and offer insights into "the next big thing" in customer strategy. Peppers & Rogers Group white papers offer our latest insights and strategic perspectives across vertical industries.
White papers
| Industry | Title | Topic |
| Financial Services | Three Imperatives for Optimizing Retail Banking Channels
Forward-thinking bankers who create customer-centric distribution strategies will maximize channel and product potential and outpace their competitors. | Customer Strategy |
| Government | Integrated Public Service Delivery
In this paper, the case is presented for integrated public service delivery as a way to engage constituents, heighten their satisfaction and to achieve tangible benefits for both governments and their constituents. | Customer-Centric Processes |
| Financial Services | The Road to World-Class Customer Centricity
This white paper describes the cultural change management process undertaken by Is Bank and how Peppers & Rogers Group helped in order to become customer-centric. | Customer-Centric Processes |
| Travel & Transportation | A One-Way Ticket to Long-Term Profitability
Airlines must redirect their sights from cost containment to customer centricity to arrive at long-term success. | Customer Experience Management |
| Financial Services | Changing the Channel: A New Approach to Multichannel Strategy in the Financial Services Industry
This white paper discusses how important it is for financial services providers to evolve their business strategy to include channel management as an active part of the value proposition to their customers. | Channel Management |
| Financial Services | Balancing the Short Term and Long Term During a Downturn
This white paper examines what the financial services industry needs to concentrate on to eliminate management inefficiency, revitalize operational discipline and establish a focused brand promise to customers. | Financial Services |
| Telecom | High Impact Business Process Re-Engineering
This white paper discusses how Business Process Re-engineering intersects with a customer-centric strategy. | Customer-Centric Processes |
| Retail | Lifestyle Segmentation
This white paper describes how one company, Koc Group, put behavioral analysis and lifestyle segmentation to work to increase revenue, lock in loyalty and improve the bottom-line across its portfolio of businesses. | Lifestyle Segmentation |
| General | Understanding Unique ID Solutions
The white paper offers strategies for developing customer ID solutions for differentiation and customization. | Customer Data Strategy |
| Telecom | Transforming Dealer Networks
Learn five key steps to transforming one of Telecom's most critical sales tools, the dealer network. | Channel Management |
| General | From Interaction to Profit
This white paper lays out Peppers & Rogers Group's unique customer experience mapping methodology. | Customer Experience Management |
| General | Unlocking the Value of Your CRM Initiative
Learn the critical steps to integrating strategy and technology to establish a successful customer strategy. | Customer Centricity Roadmap |