In this on-demand webinar, "Connecting the dots: megatrends in global customer experience," we explore the importance of effective communications processes, flexible invoicing, and Quadient's experience redesigning their invoices.
To ensure effective communication processes, it's crucial to focus on business processes, workflows, and integrating intelligence into communications. These principles apply across industries, including banks, insurers, and healthcare providers. Companies with omnichannel strategies have higher retention rates, and it's essential to drive engagement and deliver excellent service to drive loyalty.
Keeping customer communications and invoicing processes flexible is essential as data pools grow. Adding data fields and designing seamless communications should be simple, with easy distribution across different channels. Analyzing the business's communications maturity level helps identify areas for improvement.
Quadient redesigned its invoices using Inspire, gathering customer and stakeholder feedback. The transformation resulted in more compelling, personalized, and bidirectional invoices. The company will continue to improve integration with ERP systems and predictive analytics to better serve customers.
In this presentation, we look at the challenge of managing communications in times of uncertainty and "bringing it all together". Businesses should future-proof by launching new products quickly and adjusting the tone of communications to match macroeconomic conditions. Integrating new technologies quickly is essential, and creating better employee experiences helps reduce churn and simplify onboarding. Optimizing communications to deliver top-line revenue efficiently is a priority for CFOs.
Three main drivers that should excite customer communications experts for the future are technology to manage data at scale, digitizing interactions to improve customer and employee experiences, and automation driving efficiency, performance, and the bottom line. Businesses can choose deployment models that suit their needs, whether in-house, managed by an IT team, in the cloud, or outsourced.
Tamir also discusses a 10-step checklist provided by Aspire Communications to assist companies when moving to the cloud. The checklist includes managing secure and trusted communications, integrating open APIs, promising simplicity, providing flexibility, ensuring interoperability, delivering with scale and speed, maintaining efficiency without sacrificing quality, providing cost-effective solutions, complying with new and ongoing mandates, and supporting future consumer technology.
Connecting the dots generates world-class employee experiences and drives top-line, bottom-line, efficiency, and customer lifetime value.
