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Customer Communications Blog

Communications

Everything you need to know about customer communications and customer experience!

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Personalization | Customer Journey | Content Management

Why Recyclable and Reusable Content is so Valuable

By: Mike Lui
November 17th, 2021

The phrase ‘content is king’ is a common expression amongst marketing professionals. The phrase by itself is pretty simple, and the philosophy behind it is that the more content your organization or business produces, through various channels, the wider and deeper of an audience you’ll be able to reach. However, this isn’t the only time in which ‘content is king’. With reusable content libraries, for example, content is not only king, but builds an extraordinary amount of value into your organization. 

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Integration | Customer Communications | Technology | Digital Asset Management | Digital Transformation

A Deep Dive Into InsureTech, its History, and its Future

By: Mike Lui
November 8th, 2021

Over the course of the last year and a half our society was thrust into a massive acceleration into the digital frontier. While the digitalization wave started decades ago, as did the development of InsureTech, it’s only recently that our society, and our economy, has been almost entirely engulfed into a virtual experience. This was strongly influenced by the global COVID-19 pandemic, which greatly contributed to the growth of the work-from-home atmosphere, as well as the necessity of certain industries transforming into virtual copies of themselves. 

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Research conducted by Forrester on the value of combining CCM and digital experience.

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Correspondence | Customer Experience

CCM Use Case: Claims Correspondence

By: Mike Lui
October 25th, 2021

One of the oldest sayings in insurance goes something like, “you don’t want it until you need it, and then it’s too late.” While the saying is a little bit of a sales-phrase, the core concept is pretty much spot-on and does a good job of illuminating the value that insurance policies provide to the holders. Consumers who have been through a claims process before know firsthand how valuable their insurance policy is. The claims process is likely one of the most stressful customer journeys that exist in the insurance industry. This is mainly because of the variety of emotional components that are potentially involved in a claim. This is why claims correspondence elevated by sophisticated CCM will bring your business to the next level. 

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Automation | Business Case

CCM Use Case Series: Payment Schedules

By: Mike Lui
October 11th, 2021

The key to making the most out of a tool is understanding the various ways it can be used. Arguably one of the most valuable traits a tool can possess is versatility. When it comes to technology and SaaS, specialized versatility, specifically, has become the name of the game, so to speak. Considering CCM solutions, there is a whole suite of features and capabilities for users to implement that add value into the organization. As this series has already covered things like certificates of insurance and policy renewal letters, in this article, we’ll examine the part that CCM plays in payment schedules. 

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Customer Experience

CCM Use Case: Certificates of Insurance

By: Mike Lui
September 29th, 2021

Insurance policies come with more than a file’s worth of important documentation and pertinent information. Luckily, as a policy holder, you aren’t necessarily inclined to know each and every detail about the policies, that is, afterall, why you have an agent. However, it’s incredibly vital for insurance agencies and organizations to not only keep detailed records of the policies distributed, but to also create a smooth and simplified process that prioritizes the customer experience. One way to do this is through implementing a sophisticated CCM that’s capable of automating processes like issuing certificates of insurance. 

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Customer Experience

Customer Communication's Trend to the Digital Experience

By: Mike Lui
August 30th, 2021

The pandemic has prompted several transformations in the customer communications management market (CCM), and CCM is rising in importance. For organizations to improve their digital customer experience (CX) capabilities, company leaders must understand the prevailing CCM digital customer experience trends, and adjust their business strategies to complement what they consider to be the most relevant ones, that will support and grow their business market share.

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