How Vertafore Maintains Customer Experience Excellence

Case Study Overview Meet Vertafore Vertafore, a Denver-based company with over 1,400 employees and multiple offices spread throughout the U.S. and Canada, develops insights cloud-based software and services for the insurance industry worldwide. For over 45 years, Vertafore has grown to provide services to approximately 20,000 insurance agencies, 1,000 carriers, and 50,000 insurance professionals. The…

2018 Customer Experience Predictions

With the new year ahead, there is no better time than now to start discussing 2018 customer experience predictions. While taking a look at how customer experience programs matured this year, we saw a “customer obsession” shift from an operational business standpoint — a prediction Forrester made in late 2016.  A leading example of how…

Webinar Recap: Why Customer Experience is Worth It

This week, alongside industry experts from Mastercard, AlienVault, and OpenWater, SurveyGizmo hosted an hour-long webinar that discussed the details of building an integrated customer experience program in a modern organization. [ACCESS THE ON-DEMAND WEBINAR RECORDING HERE] Session Highlights To lay a solid foundation for a successful customer experience program, it needs to be integrated into the…

Coupling CX Data Collection with Decision-Making Isn’t As Hard As You Think

“It’s an interesting time to study and talk about customer experience because there’s still no one size fits all approach,” says Blake Morgan, a Forbes contributor. “In fact most people don’t even agree on who should drive customer experience, let alone ‘own’ it.” Offering CX is the number one priority for companies across the country,…

Think of Your Clients as People — Not Numbers

I first heard of this great ideology at a conference a few years back — we aren’t in the business-to-business world or the business-to-consumer world — rather, we are in the human-to-human world. This was popularized by Bryan Kramer, CEO of Purematter and frequent TED Talk speaker on the topic of H2H. “Businesses do not…

Moving at the Speed of Customer Experiences [CASE STUDY]

The ASK LISTEN RETAIN program is a revolutionary online tool aimed at gauging customer satisfaction, building customer loyalty and enabling customer retention that works in combination with either telephone based customer satisfaction surveys and/or online surveys. The survey feedback empowers businesses in systematically gathering, analyzing, and using the information to enhance customer satisfaction and address…

Creating Experiences That Sell in The Experience Economy

Thriving in the Experience Economy Customer’s expectations have undoubtedly changed. Think of yourself as the customer and audit how you judge each company you provide business to. Drawing a common thread through these will show you what you perhaps inadvertently look for — friendly environment? Funny employees? Prompt service? Autonomy? Free cookies? Then, take a…

Cultivating a Customer-First Culture

The following post is part of a series that will help inform readers about the importance of Customer Experience. The series will provide best practices and tactics for turning your customers into loyal advocates of your brand. Previous posts in the series can be accessed via the following links: Exploring Data-Driven Customer Science in The…

Exploring Data-Driven Customer Science in The Context of Great Customer Experience

The following post is part of a series that will help inform readers about the importance of Customer Experience. The series will provide best practices and tactics for turning your customers into loyal advocates of your brand. I came across the term, “data-driven customer science” for the first time when I read it in an…

What Do Customers Want? [EBOOK]

The question, “What do customers want?”, has been a challenging one to answer for customer experience professionals. Knowing what is going on in the minds of customers can sometimes feel impossible. That is, if you’re not backing up customer-first initiatives without conducting consistently sound research. While there is no way you can know what customers…