Category: Blogs

Connecting Over Pumpkin Muffins

I have a vivid memory from elementary school of making pumpkin bread in class to bring home and share with my family at the Thanksgiving dinner table. That was more than 20 years ago and it is still the best pumpkin bread I have ever had. In fact, I make it ever year; it’s become […]

What’s next for your communications?

The future is closer than you think Utilities are seeking to improve customer experiences by leveraging their customer communications and attempting to create synergies between customer needs and internal requirements. While balancing those elements requires focus and resources today, how do utilities prepare for the future to achieve their business results? Look at the evolution […]

Start with this Existing Communication to Enhance the Customer Experience

Utilities are in a unique position of supporting the entire customer experience lifecycle and this impacts every aspect of their business: from the field to the call center, from the monthly bill to emergency outage notifications, from Demand-side Management (DSM) to Customer Information System (CIS) implementations. The single most influencing factor of customer experience is […]

Massively Innovating

It takes approximately 18 miles for a battleship to make a U-turn. Flexibility, agility, and responsiveness can be a bit more challenging when you’re big. So, how do large organizations innovate and compete in today’s nimble world? I work for Broadridge, a global fintech leader with over $8 billion in market capitalization, as Vice President […]

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, […]

Creating Your Digital Future

“The best way to predict the future is to create it.” – Alan Kay, an American computer scientist and pioneer What is the future of digital customer experience? How do companies create today so they can execute tomorrow? Those questions drew a number of participants to the recent Pitney Bowes 2017 Customer Experience Innovation Panel. […]

Communication Trends for Utilities

Q&A with Adam Berke Thousands of professionals from utility companies all over the world gather once a year to catch up on customer service best practices at CS Week. It gives electric, gas and water/wastewater utilities the opportunity to hear from their peers and industry experts on topics ranging from A (Analytics) to Z (rate […]

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 […]

Q&A: How Communications Impact Your Member Experience Strategy

Health care payers and providers are focused on improving consumer centricity while, at the same time, working to digitize patient engagement and communications. These parallel trends are setting the stage for a transformation of member and patient communications. To learn more about how communications impact the member experience, SmartBrief recently interviewed Jeremy Urbas, vice president of […]

5 Steps You Can Take Now to Better Target Millennials

It’s clear that with their game-changing influence and investment outlook, Millennials are requiring companies to rethink their business and develop creative strategies. This final blog of our five-part series based on our white paper Targeting the Digital Generation will provide the steps you can take now to better target Millennials. 5 Steps for Targeting Millennials: […]

How to Develop a Strategy for Millennials

To position your company for success in the future, you need to start developing a “Millennial-proof” strategy now. This may require fundamental business shifts and adaptation – from products to selling approaches, business models, technology use, and marketing plans. It’s really important for companies to leverage technology to connect with Millennials in the places where […]