Many companies are looking to develop an omni-channel experience yet don’t know where to start. During our recent webinar, “Using Customer Communications Management to Build the Omni-Channel Experience“, guest speaker Craig Le Clair, Vice President and Principal Analyst at Forrester Research, Inc., and Joe Lalli, Vice President of Sales Support, Product Management, and Market Planning […]
At our recent webinar, “Using Customer Communications Management to Build the Omni-Channel Experience”, guest speaker Craig Le Clair, Vice President and Principal Analyst at Forrester Research, Inc., offered 16 recommendations for improving customer communications. Following are the six best practices for improving customer communications and Craig’s thoughts on each: Align customer communications management (CCM) functions […]
Webinar: Move Transactional Communications from Print to Digital Transactional communications, such as monthly bills and statements, are typically the output from core systems. Many companies want to realize the cost savings of transforming these communications from print to digital, but they are struggling with the transition. Join us at our upcoming webinar, “Move Transactional Communications […]
Mobile. Apps. Paper. Tablet. Computer. Phone. Brick and mortar. Wearables. Along with this growing number of channels comes the growing complexity of managing them.
We’ve all been communicating with customers for a long time – for better and for worse. In this age of the customer, we wanted to discover and share the changes occurring in customer communications and the factors that influence those changes.
Skip Snow, Senior Analyst at Forrester Research, Inc. presented at a recent DST Customer Communications webinar, “Healthcare in the Age of the Customer.”
Market forces, technologies, and customer expectations continue to become more complex. Because of these dynamics, improving the member experience and focusing on member communications has become critical to the success of health insurance companies.
Recently, IKEA® came out with its 2015 print catalog. (Yes, print catalogs still exist.) And this year, the global home furnishings superstore went a step further by promoting the catalog via a lighthearted Youtube video that gently spoofs our obsession with all things digital. The video quickly went viral, generating nearly 13 million online views […]
If you are a health insurance company, consider these three things:
“One of the most important things to consider – as you think through how to recruit members for enrollment, how to make sure that members want to re-enroll, and how to optimize the health or wellness of members – is to segment them into digital behavior groups,” shared guest speaker Skip Snow, Senior Analyst at […]
In order to deliver great customer experiences – listening to your customers, understanding what they want, and responding to them so their journeys are desirable – there are several market imperatives that all companies must embrace and execute, shared guest speaker Skip Snow, Senior Analyst at Forrester Research, Inc. at a recent DST Customer Communications […]
Fred Reish, industry expert and Partner at DrinkerBiddle®, presented at a recent DST webinar, “Understanding the DOL’s Reset Option and Opportunity to Combine Notices”
The U.S. Department of Labor’s Field Assistance Bulletin No. 2013-02 provides retirement plan providers, third-party administrators, and advisors a one-time reset for annual participant fee disclosures. This presents an opportunity to combine required notices, reducing expenses and improving participant engagement. “By historical accident, we made disclosures in August of 2012, 2013, and so on. So […]
Nine out of 10 consumers say customer service has a significant impact on their decision to do business with an organization, according to a recent study by Wakefield Research for Nuance Communications.* And judging by the 1,000 American consumers surveyed, the customer service landscape is not a pretty picture: Seventy-four percent of consumers surveyed gave […]
Orchestrating the three Cs – Customers, Content, and Channels – is fundamental to determining the best communication to send next. Many companies are overwhelmed with balancing the amount of data, customer preferences, content, and channels – all of which are increasing and becoming more complicated. It’s likely your company is facing this same reality. We’re […]