Are you tracking the critical metrics that underlie your customer's experience? Customer-centric practices are not new—companies across industries continue to see the value in holding the customer at the center of everything that they do. Customer-centricity impacts processes, procedures, and service efforts. Companies are all too often very vocal in showing off the moves that they are making to be a more customer-centric organization. However, customer-centricity does not st

How a growing number of Gig Workers impacts the insurance industry. The world of work looks very different than it did 50 years ago. Gig workers, freelancers, and contract employees fill the labor pool, and at an increasing rate since the pandemic emerged in the US in March 2020. Post-pandemic, gig work continues to become a more and more attractive option for US consumers, especially younger consumers who have felt the string of economic instability. In fact, in 2019 there w