Gartner Says Insurance Market is Shifting to Become More Customer-Driven - CUSTOMER

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CUSTOMER : 10/10/2012 eNewsletter   Latest Featured Articles » Gartner Says Insurance Market is Shifting to Become More Customer-Driven Being an insurance company simply isn't the same business as it was years ago. Increasingly, consumers make the rules today as they increasingly turn to the Internet to buy insurance, opening the door for new, more customer-centric competitors to enter the market. What does this mean for insurance companies? » MindTouch Brings CRM Connector to Salesforce AppExchange MindTouch, a San Diego firm that offers a variety of products geared toward managing a knowledge base as well as offering social help systems, recently announced a new partnership with Salesforce. This new partnership allows MindTouch to offer its new CRM Connector app through the Salesforce App Exchange, providing a ready connection to the enterprise-level version of its product line. Sponsored By: TMC's CUSTOMER magazine Product of the Year Awards CUSTOMER has announced a call for entries for the 2012 Product of the Year Awards. The editorial team will recognize products and services that display vision and leadership in driving the progression of the customer experience. Companies that can demonstrate the successes of their products in helping businesses create differentiated customer experiences in the marketplace are encouraged to apply. Apply now. » NICE to Share Insights on Impacting Customer Interactions, Best Practices and Using Big Data with Voice of the Customer NICE Systems is a company that prides itself on successfully impacting customer interactions. Its customer interaction management solutions enable users to capture the opportunity in every interaction and own the decisive moment, the make or break moment for providing efficient service, securing customer loyalty and generating more revenue. » Amdocs Surveys Battle over Service Provider, OTT or Device Maker Ownership of Customer Experience A tip of the hat to Amdocs, they have a knack for sponsoring surveys on topics that are certainly top of mind. And, with the release of their most recent survey, conducted for them by Coleman Parkes, once again they have hit a raw industry nerve. This time it involves the intense turf wars between communications service providers (SPs), over-the-top (OTT) service providers and the makers of those now ubiquitous smart personal devices over ownership of the all important customer experience. The stakes are high indeed. To the perceived value-added provider will go the spoils, although cooperation certainly seems to be the order of the day. Surprisingly, there is hope on that front. Top Stories » Inconsistent Customers are a Twin-Edged Sword » Social Media is Not Just for Marketing, It's for Customer Experience » Opsview Uses Software Monetization to Improve Customer Experience and Operational Efficiency » Rent.com to Add Chatbots to its Customer Service with Kana SaaS CRM Featured Channels » Call Center Software » IVR Featured Resources » Forbo Customer Case Study » Elevating Customer Care via the Cloud » Ensuring Customer Information Works to Your Advantage Advertise With Us General advertising Info: Click here    Become a CUSTOMER columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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