Consumer Dynamics Briefs
2018
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A Case Study in Vitality: How John Hancock Improved Consumer Engagement in Life Insurance
December 10 | John Forsyth, Consumer Dynamics Leader, M&C Center, The Conference Board | Comments (0)How do you make life insurance fun and engaging for consumers? Brooks Tingle, President and CEO of John Hancock Insurance, spoke at the recent Customer Experience Conference on how John Hancock uses technology and consumer insights to enhance and innovate the customer experience in life insurance.
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Measuring Success in Making a Difference
October 15 | Sumair Sayani, Vice President, The Demand Institute and Nielsen | Comments (0)Companies need to build a mechanism to gauge consumers’ preferences for causes and integrate that with a measurement framework across all stakeholders of an organization. Sumair Sayani, vice president at Nielsen and Consumer Dynamics co-Center leader, suggests what this model might look like.
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Perspectives on Artificial Intelligence, Customer Experience and Innovation from Adobe’s Chris Duffey
September 25 | Terrence Sooley, Program Director, Customer Experience Leadership Conference, Supplier Relationship Management Conference and Procurement Seminar, The Conference Board | Comments (0)Artificial Intelligence is the most effective method for engaging customers, fueling innovation, and accelerating personalized customer experiences. AI is a differentiator in the customer experience space because it can capture enormous amounts of data, analyze it quickly, and produce targeted, personalized experiences that engage consumers. Being able to deliver personalized, empathetic customer experiences quickly, will allow organizations to secure happier, more brand loyal customers.
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Customer Experience: Lowe's, Ingredion, and B|O|S head toward “North Star”
September 24 | Joan Greco, Program Director, Innovation Master Class, Customer Experience Conference, and Women's Leadership Conference, The Conference Board | Comments (0)Regulatory, structural, and behavioral challenges give companies an opportunity to differentiate themselves on customer experience. Enterprises in heavily regulated fields can differentiate by melding compliance into superior CX. For manufacturers, making the impact on the customer tangible for those far from direct customer contact creates opportunities for improved training and metrics. For retailers, competition for customer attention drives CX leaders to design for emotional connections.
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Can consumer spending keep pace with a torrid US economy?
August 20 | Brian Schaitkin, Former Senior Economist, The Conference Board | Sumair Sayani, Vice President, The Demand Institute and Nielsen | John Forsyth, Consumer Dynamics Leader, M&C Center, The Conference Board | Comments (0)With all the positive economic indicators, consumer facing businesses are asking some important questions: How is this sunny picture reflected in the actual near-term spending decisions of US consumers? And looking ahead, is consumer spending more likely to be the fuel that keeps a soaring US economy aloft—or the drag that is going to bring it back down?
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E-commerce continues to grow among U.S. consumers
June 18 | John Forsyth, Consumer Dynamics Leader, M&C Center, The Conference Board | Sumair Sayani, Vice President, The Demand Institute and Nielsen | Ben Cheng, Former Researcher, Economics Department, The Conference Board | Comments (0)Our March 2018 Consumer Confidence Survey shows evidence that e-commerce continues to grow among U.S. consumers of most age and income groups.
