Converting Online Quotes to Sales
Each year, J.D. Power releases its U.S. Insurance Shopping Study. The study for 2016 revealed that while insurers are investing in more digital channels...
What is Voice of Customer?
Whether you’re asking for opinions or not, customers offer them and give feedback on just about anything. Thanks to the availability of online channels...
Why the Phone’s Days are Numbered
The concept of the phone call as we know it is in the process of dying a slow but eventual death. At nearly 140...
Podcast: Understanding What Customers Really Want at Philadelphia Insurance Companies
Building out a Customer Service organization in today's business environment isn't easy. Customer demands are always changing and expectations are at an all-time high....
Making “How May I Help You?” A Thing of the Past
A few weeks ago while trying to make a change to my mobile plan, I had a customer experience that was poor at best...
The Evolution of the Contact Center
Contact centers (traditionally known as call centers) have always been a crucial part of the customer experience. However, in past decades, the role of...
Glia Wins 4th Finovate Best of Show
For some reason, Finovate seems to bring out the best of us and the recent FinovateSpring 2017 in San Jose, California was no different....
What to Ask When Choosing CoBrowsing Tech
Picture this: a contact center VP always has her ears pinned to the ground; she’s up on the latest trends in customer journeys and...
Wealth Management and Technology: The Missing Link
When clients entrust their financial advisors and wealth managers with their assets, they develop a relationship that goes far beyond a simple financial transaction...
CX Fund Update – Is Customer Experience a Good Indicator for...
It's been roughly four months since we launched our hypothetical CX Fund, a portfolio of stocks from 10 companies we felt were delivering a...