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Telecom and hospitality industries have raised expectations. Social media a more accepted touch point. Self-service up to 45% of interactions. Customer interaction management - know the customer (single voice/view of customer - SVOC) - customize the experience (perform analytics to customize) - deliver seamlessly Defining SVOC: profile, preferences, relationships, interaction history Customer analytics can help, and you can score your maturity: * In the basic stage, organizations focus on capturing and reporting on customer data. The reporting may be 30, 60, or 90 days old, but it is better than having no data at all. * In the emerging stage, organizations can take data and transform it into information, with context, relevance, and an enterprise-wide perspective. * In the established stage, organizations implement behavioral analytics-based models and start to receive tangible benefits from their analytic capabilities. * In the leading stage, organizations are able to analyze data quickly and provide real-time analytic insights on the customer. Benefits: cost, performance, customer satisfaction

Positive benefit on price once seen for bundling insurance is now diluted - satisfaction with price is high (i.e. is auto insurance alone now commoditized?) The interaction factor is the most important driver of satisfaction. This study finds the following emerging trends in customer service interaction in 2011: - More than 80 percent of customers who interact with their insurer through its website were able to complete their entire interaction online. - Customers who purchase their policy through a call center representative tend to use the insurer's website as a complementary channel for service needs and interact with their insurer nearly as often through the call center as through the website. - Customers who use emerging technologies (such as email, online chat or smartphone apps) as complementary channels to their purchase channel are significantly more satisfied than are those using only their purchase channel to meet their service needs. This increase in satisfaction is more pronounced among agent-serviced customers who use these emerging technologies.

Most companies try to hard and should instead focus on making it easy for customers.

Types needed: - descriptive (objective interaction facts) - subjective (perception) - outcome (customer action) What do the do with the measurements: - get them out daily - predict behavior - measure loyalty - guide employee actions Difficulties: - organizations trying to further subsegment stuggle to gather and organize data - causation difficult with multiple programs running simultaneously

This report examines four trends that will influence the 2012 strategies of North American insurance eBusiness teams: 1. Insurance eBusiness executives will become obsessed about their customers 2. Get serious about how to collaborate better with their agents 3. Focus on the infrastructure that supports the digital business 4. Refine their thinking about what eBusiness means to the insurance ecosystem

Consumer technologies like mobile, games, and social are shaping new demands for customer-insurer engagement. Th ese expectations are resulting in declining customer loyalty, rising customer demands, and growing use of mobile and social applications.

Customer analytics

Using behavioral economics and psychology principles to increase customer engagement and wellness behaviors.

We have full pdf. Many trends, several with consumer implication: - power customer replaces consumer power - social information lifeline - renegotiation of consumer trust - changing channels

Provides United as example of a plan who segmented retirees into 7 distinct groups. Also characterizes Optum's 12 dimensions of assessing customers, and 7 segments of involvement in health based on their survey. 1. Assured Active: Goes to the gym / exercises constantly. Doesn't perceive the need for health care 2. Progressive Preventer: Thinks about health holistically. Considers education, culture, spiritual dimensions, and non‐traditional medicine as part of the balance of health 3. Trusters: Like the health care systems as it is. They think primary care works - they like traditional office visits (don't mind the wait), etc… 4. Uninvolved: They avoid the health care system at all costs. They may say that cost is their primary concern, but are primarily disengaged because they don't want to change their behaviors. 5. Strivers: Workaholics, many corporate executives. They have high blood pressure, obesity, stressrelated issues. They know they should do more for their health. Want convenience, hate current system (too much wasted time!) 6. Motivated Seeker: Unhealthy. Multiple chronic conditions. They follow their doctors' advice and are extremely engaged. They maintain as good a lifestyle as they possibly can given their poor health 7. Overwhelmed: They've been broken by their condition(s). Typically have low health literacy. Often in Medicaid. Not comfortable talking about how they don't take care of themselves.

self service and documentation via the web can improve experience, and some consumers even want it. but implementation has been poor and misses out on the opportunity for self-service as way to both improve experience and decrease costs.

we have the full pdf for our team