Category: Blogs

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 […]

How are Your eAdoption Efforts Measuring Up?

Your eAdoption campaign efforts are well underway. You defined your goals, managed internal change, executed sound strategies, and captured metrics. Do your metrics offer you the insights you need to further refine your ongoing eAdoption efforts or are they merely numbers? “When it comes to measuring eAdoption, there are multiple levels to consider,” shared Tammie […]

Use What You Have to Grow eAdoption

You’ve established your eAdoption goal and even decided on a few strategies for converting customers to digital, but how do you align your strategies with your marketing budget?  That’s a common question for many companies as they launch their eAdoption initiatives with limited budgetary resources.   At our recent webinar, “How Effective is Your eAdoption Strategy?”, […]

Practical Tactics for Growing eAdoption

After setting a realistic eAdoption goal, the next step is to define your strategy for growing eAdoption.  Guest speaker Tammie Calys from Transformation Management Consulting and Jeff Musgrove from Broadridge discussed strategic tactics for increasing eAdoption at our recent webinar, “How Effective is Your eAdoption Strategy”?   “Looking at your customer segmentations, or strata, is […]

Setting Realistic eAdoption Goals

Are you reaching your eAdoption goals? Are you successfully converting your paper lovers to digital? If you are missing your targets, you aren’t alone. At our recent webinar, “How Effective is Your eAdoption Strategy?”, guest speaker Tammie Calys from Transformation Management Consulting and Jeff Musgrove from Broadridge shared recommendations for reaching eAdoption and paper suppression […]

Build Customer Loyalty in Unexpected Ways

“If you look at the evolution of communication channel strategies, we’ve gone from single channel to multichannel; multichannel is the reality for many companies today, with various channels acting independently,” shared Matt Swain, Director at InfoTrends, at our recent webinar “The Results are In! Transactional Communications Market Survey 2015.” “From there, cross-channel is the aspiration; customers […]

Digital Delivery Channel Preferences Revealed

Congratulations!  You reached your eAdoption goal. You launched your mobile app.  Your digital platform is supporting your customers and your business needs.  You can sit back and relax. Wrong. At our recent webinar “The Results are In! Transactional Communications Market Survey 2015” with Matt Swain, Director at InfoTrends, and Jeff Musgrove, Senior Vice President of Product […]