Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. You may have heard customer service and marketing experts ...

The user experience is something every insurer must consider as the importance of a competitive edge continues to grow within an industry where customers have more options from which to choose.

Health insurance payment reforms implemented over the last decade have a spotty record in driving down costs and can unintentionally worsen the inequities experienced by marginalized groups, experts ...