As we continue to cover best practices and hot topics around driving loyalty and increased satisfaction among customers, Exstream Impact will post “Lesson Learned,” a weekly column dedicated to exploring popular brands that are redefining the customer experience and eliciting positive stories from happy and loyal fans.
Grange Insurance’s CIO, Michael Fergang, dives into consumerization and how companies can reach customers in a new way.
Guest Blogger, Michael Fergang, CIO of Grange Insurance
Michael Fergang is the chief information officer at Grange Insurance, a Columbus, Ohio-based insurance company. He recently received an Elite 8 Award from Insurance & Technology magazine for his work in driving technological innovation, development and implementation. Fergang is a long-tenured expert in developing customer experience best practices in the insurance industry.
In today’s world, consumers and workers are more mobile than ever and the lines are blurring between devices and technology people use at work versus play. Companies are focusing on the customer experience to create differentiation, attract new customers, enhance reputation and ensure loyalty.