Category: Blogs

How the Investment Outlook of Millennials is Different from Prior Generations

Millennials know more about investing – including financial issues about risk, returns, diversification, and global markets – than other generations. According to our white paper Targeting the Digital Generation, Millennials’ are financially literate on many levels: they realize that investment costs matter as much as returns, that index funds typically do as well as active […]

Why Millennials are Game-Changers

Millennials, born between the years 1981 to 1999, are the biggest generation ever in North America – and they are quickly amassing wealth. They represent 11% of high-net-worth households in the U.S., according to U.S. Trust, “High-Net-Worth Millennials, 2014.” Putting their economic clout aside, their distinct behaviors and outspoken passions make them major influencers of […]

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 […]

To Reach Millennials, Rethink (Almost) Everything

While high-tech is a given, high-touch still matters to Millennials. Millennials. Whether you are one, you know one, or you live with one, that word may conjure up a few images, emotions, and thoughts. Millennials, born between the years 1981 to 1999, are the biggest generation ever in North America. They are the first to […]

8 Tips for Engaging Customers with Your Digital Communications

Keanon Swan, a leading print and digital communications consultant, outlined the eight best practices of using your company’s communications to deepen relationships with customers. He advises company’s to execute the following: Start with trust. Provide accuracy and simplicity. Archive for your customers. Complete the digital experience with payments. Make digital a superior experience. Recognize digital […]

Q&A: 3 Rules for Optimizing Cross-Touchpoint Journeys

At our recent webinar “3 Rules for Optimizing Cross-Touchpoint Journeys,” guest speaker Tony Costa from Forrester Research, Inc. tackled a variety of questions from companies looking to optimize their customers’ cross-touchpoint journeys.  Cross-touchpoint journeys are comprised of multichannel customer interactions across the entire customer lifecycle – and the goal is to make these journeys seamless, […]

Three Rules for Building Cross-Touchpoint Experiences

Offering a seamless customer experience across touchpoints is important to your customers and your business, but how do you anticipate and develop experiences that span across the various touchpoints? At our recent webinar “3 Rules for Optimizing Cross-Touchpoint Journeys,” guest speaker Tony Costa from Forrester Research, Inc. identified three rules for building cross-touchpoint experiences. Three Rules […]

What Are Your Customers Doing?

Today’s customer journeys are complex.  As customers make their way through their interactions and tasks by engaging in a variety of touchpoints – both offline and online – companies are finding it increasingly difficult to deliver a seamless multi-touch experience. We explored this topic at our recent webinar “3 Rules for Optimizing Cross-Touchpoint Journeys” with […]

Q&A: The Value of Contextual Communications

At our recent webinar The Value of Contextual Communication, guest speaker Anjali Lai, Analyst at Forrester Research, Inc. tackled a variety of questions from companies looking to understand the business impacts of successfully delivering contextual communications. Listen to this 8-minute video to hear the answers to these questions: How can service providers strike the correct balance between […]

Discover the Business Benefits of Contextual Communications

What happens when you follow the three steps to successful contextual communications? “Contextual communication drives a feeling of being valued and trusting the brand relationship, which drives customer behavior at every single phase of the purchase journey or the customer lifecycle,” shared guest speaker Anjali Lai, Analyst at Forrester Research, Inc., at our recent webinar […]

Three Ways to Improve Contextual Communications

At our recent webinar The Value of Contextual Communication, guest speaker Anjali Lai, Analyst at Forrester Research, Inc. shared that contextual communication impacts customer loyalty, which in turn impacts brand preference, customer spend, and brand advocacy. However, delivering contextual communications – personalized and relevant both in content and delivery channel – is challenging for many […]

Measuring the Value of Contextual Communication

Your customers love contextual communication. Contextual communications are smart, timely, and personalized – both in content and delivery channel – and they make customers feel valued. The results are powerful when companies make their customers feel valued.  This emotional quality has a significant impact on customers, including brand choice and loyalty, willingness to pay more, […]

Steps to Improving Digital Customer Experiences

When looking at the digital customer experience trends that are being primarily driven by mobile, there is a common theme: customers want personalized experiences that provide convenience.  Whether it’s in the form of self-service options or digital assistants, customers want to receive the right information at the right time and to perform tasks quickly. At our […]

Today’s Digital Customer Experience Trends and Drivers

Digital, specifically mobile, drove consumer expectations in 2015 and will continue this year according to guest presenter Allegra  Burnette, Principal Analyst at Forrester Research, Inc. at our recent webinar, “Digital Customer Experience Trends for 2016.” “I think one of the biggest drivers we will see in 2016 is the use of APIs, or application program interfaces, […]

Digital Experiences Drive Customer Expectations

Confucius said, “Study the past, if you would define the future.” When exploring “Digital Customer Experience Trends for 2016” at our recent webinar with guest speaker Allegra Burnette, Principal Analyst at Forrester Research, Inc., and Rich Langan, Senior Product Manager at Broadridge, we reviewed recent digital customer experience trends and then shared what companies can […]