Posts tagged: Customer Experience

Four Critical Steps to Making the Right Investment in Customer Communications Management Technology

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 Feb 1, 2013

Over the past decade, we’ve witnessed a shift in thinking as it relates to the role of customer communications within enterprises. Documents like bills, statements, policies, explanations of benefits, and other correspondence that were once relegated to back-office corporate operations are turning into critical communications that can help enhance the overall customer experience. Here are several key trends influencing this renewed interest in customer communications:

  • Traditional delivery methods—like printed mail—remain favorable to a significant percentage of the population and, in many industries, are required for regulatory compliance. As a result, these channels remain vital to support customer experience.
  • Multi-channel delivery and presentment of correspondence now factor into consumer buying choices. Customers want to be communicated within their channel(s) of preference.
  • Emergent channels like mobile and social media are increasingly becoming channels of communication preference by customers, creating new opportunities for customer engagement across all interaction points.

Companies are reacting to the need to step up their customer experience game by replacing legacy technologies and processes with modern platforms that can holistically manage customer communications across all lines-of-business within an enterprise. As they search for solutions to meet their needs, potential buyers encounter a crowded and sometimes overwhelming technology landscape, making it difficult to determine which solution is the right one to select for their business. Read more »

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