John Rodgers and Rajeev Aggarwal emphasize the need to find ways to invest in the moments that matter, even when engaged in cost cutting in this Insurance Innovation Reporter article.

Today’s economic environment has led to companies engaging in widespread cost-cutting. This in turn has taken a toll on customer experience. Unfortunately, this comes at a time when customers are increasingly demanding higher levels of service, convenience, and personalization, more so than ever before.

Organizations have received a wake-up call: neglecting the needs of the customer today will have dire consequences in the mid- to long-term. But we’d suggest that paying close attention to improving the customer experience is not at odds with being budget conscious. They can exist together if companies focus their processes and prioritize around moments that matter—those interactions that drive retention and buying behavior.

Read the full article HERE

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