Bloomfield-based health insurance company The Cigna Group on Monday announced a new, multiyear effort to improve customer ...

So the executive summary, or statement of purpose, should succinctly encapsulate your reason for writing the business plan. It needs to tell the reader what you want and why, right up front.

Summary: Most companies, even those deploying sophisticated technology across channels, still view customer service through the traditional lens of simply serving the needs of the customer.