All posts by: Robert Krugman

4 Tips to Unlocking the Power of Your Bills

Most of us don’t like to receive bills. It’s not just the negative impact to our bank accounts, but it’s also the experience. Bills are often impersonal, bland, lifeless. Many companies see the bill as only for collection purposes and miss out on the customer engagement power it provides. I shared four tips for how […]

4 tips for transforming your customer communications with AI

The original article appeared in VentureBeat. Machine learning and artificial intelligence (AI) are not just tools for streamlining customer engagement. They represent an opportunity for companies to completely rethink how they build context around each individual, ultimately creating a better experience and a more loyal customer. By tapping into the potential of these new technologies, […]

Smells Like Omni-channel Nirvana

What’s the difference between multi-channel, cross-channel and omni-channel communications? A lot, according to guest speaker Matt Swain, Senior Director of Customer Communications Advisory Services at Keypoint Intelligence-InfoTrends, at our recent webinar, “What’s Next in Customer Communications?” Multi-channel communications are when companies use multiple channels (e.g. print, web, email, social) to engage customers – but these channels […]

How Do Disruptive Technologies Impact Customer Communications?

From wearables and personalized videos to mobile eco-systems and voice command, technology is dramatically changing how we think about customer communications, according to guest speaker Matt Swain, Senior Director of Customer Communications Advisory Services at Keypoint Intelligence-InfoTrends, at our recent webinar, “What’s Next in Customer Communications?” To start, there’s a shift to even more mobile […]

Top 5 Trends in Customer Communications

With the promise of increased customer loyalty and wallet share, many companies seek to offer their customers a superior experience by combining the right content and channels at the right time. However, due to seemingly ever-changing customer preferences, attitudes, needs and behaviors, turning this vision into a reality can be a struggle. To help our […]

The Next Frontier of Data and Analytics for Building Brand Engagement

Companies continue to overlook the most powerful way to engage customers and increase brand loyalty. I shared this fact in a recent Payment Week article, The Next Frontier of Data and Analytics for Building Brand Engagement. Essential customer communications – bills, statements, regulatory communications, etc. – typically account for more consumer engagement than any single […]