Bringing communication into the 21st century in line with your customer.
When it comes to customer experience (CX) strategy, customer communications are often one of the most overlooked components of the customer journey. In many cases, the CX strategy tends to focus on front office communications, training employees on a regular basis on how best to talk and interact with customers. However, transactional communications such as contracts, call center requests, administrative correspondence, welcome kits, invoices… are equally important to the overall customer experience.
Departmental silos, a complex structure of new and legacy systems, changing regulations and outdated processes and technologies have traditionally acted as a barrier to incorporating these types of communications into the enterprise’s CX strategy.
How will companies overcome these challenges to deliver cross-channel communications that are streamlined, consistent, personalized and relevant throughout the customer journey?