With its lengthy processes and cumbersome interactions , the $1.2tn insurance industry has a poor reputation worldwide, ranking well below below banks, car manufacturers, online shopping sites and supermarkets for their customer service and trustworthiness. There are multiple dynamics driving change in today’s industry, including...

In this Q&A guest-post, a well renowned Principal Analyst@Forrester Research serving application development and delivery professionals contributed his thoughts on the trends, pitfalls and best practices of AI-chatbots on customer experience(CX) and customer support operations. This blog is part 1 of the two-part Q&A series.   1) What’s your...

The financial services sector is lagging in customer engagement, despite being a leader in modernizing across more complex functions, like trading and managing transactions. What gives? The handbook Customer Service for Dummies says to “design customer-centric processes and technologies” that “focus on the customer’s convenience rather than on...