" Married to engagement? Get a divorce.

Reflecting on the nature of online customers and the companies that vie for their attention, customer engagement is fool’s gold. The focus should be on being relevant and “touching” customers with different offerings. Insurance companies should think of a company strategy, not an advertising strategy. After all, who would have thought that Amazon would, at one day, offer plumbing, locksmithing and other home services…?"


OCT 29, 2017

PS:  Don't mix up customer engagement with customer experience. Two different things and UX vital for customers