Tag Archives: customer experience

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 […]

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. […]

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 […]

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 […]

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 […]

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, […]