Crack The Customer Code

In the fourth and last episode in a series of live reports from the CXPA Insight Exchange, Jeannie and Adam explore the challenges of improving customer experience around industry regulations. Industry regulations are no excuse! Companies in heavily-regulated industries like airlines, banks and insurance agencies have to make sure everything’s up to code and in compliance. (And with good reason!) But strict regulations often give rise to interactions that seem impossible to work into customer-focused experiences. Forward-thinking companies are rejecting the notion that experiences bound to legalities concerning safety, liability, and ethical codes don’t count when it comes to creating a better overall experience. With help from customer experience professionals, companies like Virgin, Capital One and Humana have found clever ways to add a human touch to the regulated parts of their experiences. They’re winning customers over by adding delight in places previously considered too risky to get creative with.