While a myriad of trend outlook reports are published at the start of each year highlighting the forces expected to have the most impact on the healthcare industry, it was the PwC Health Institute annual report that caught my attention. Rather than looking at the uncertainties of political change as cause for health insurance industry […]
While 2017 will certainly be filled with an array of unpredictable scenarios, there are seven trends that we can count on increasing in significance this year. These seven trends include: 1. Disruption No surprise here! Market disruption resulting from change in political leadership is likely to be the number one issue, requiring health insurers to […]
There’s a tremendous wave of change heading toward the retail business environment that will turn today’s approaches and strategies in completely new directions, impacting everything from store design to communication with consumers. The name of this new wave? Living Services. While there was the desktop Web wave of the 1990s and the mobile wave of […]
Hyper local intelligence is being used by CPGs to optimize brand and retail performance. Brands are working to know their consumers in the context of their environment by understanding the trending topics of their neighborhood and the product inventory and sales data of the stores within their neighborhood. They are studying their consumers at the […]
Though most insurers have been scanning documents and capturing data for many years, still vast amounts of paper continue to flow in and out of insurance companies. As we look out into the competitive landscape and understand emerging customer expectations, it is clear that significant opportunities remain to transform inbound and outbound paper documents into […]
Consumers are now the fastest growing payer in the U.S. Their perceptions of the healthcare customer experience are now driving market realities and shaping brand engagement and service delivery standards. For this reason, it has become imperative that insurers take the time to understand consumer mindsets related to healthcare. The National Research Corporation (NRC Health) […]
In order to earn a place in the customer experience era, health insurers need omnichannel communications. They need communications that understand context and that facilitate two-way conversations. In order to begin to create such communications, insurers must examine their full cycle of pre- and post-sale materials and consider how they can be made more interactive, […]
You may not know it yet, but you are in the experience business. The customer experience business is all about enabling the customer to live and move fluidly between channels. It’s about going beyond a single channel, beyond marketing as a function and beyond individual technology. Across all industry verticals, customer experience has become the […]
As a member of a company that intricately manages the retail execution cycle of CPG programs daily, I found it of interest to attend Colgate-Palmolive’s seminar “Building Value with Shopper Platforms” at the 2016 Path to Purchase Expo, presented by Barry Roberts, Director of Retail Shopper Solutions and Marie-Agnes Daumas, Director of the Shopper Marketing […]
Manufacturers are trying to leverage their shopper marketing dollars by creating programs capable of building brand equity, engagement and sales. To achieve this, they are turning to shopper solutions. While shopper programs were once thought of as primarily consumer promotions that incentivize shoppers to purchase a product by offering a discount, when we examine behavior […]