A number of industries have been using document automation for decades as a way of streamlining the creation of their electronic communications. Insurance agencies, financial services, and legal firms automate the creation of contracts, policies, and customer correspondence among other things.
With the advent of a new year, many organizations will be evaluating their core IT systems in the coming weeks and months. Those firms using customer communication management solutions to output documents will be wondering if they should upgrade their current software . . . or switch solutions.
To say the modern customer is mercurial may be an obvious overstatement. While many companies may have little understanding of what their customer really wants from them today, far too many have much less awareness of what their customers expect tomorrow.
Customer communications management (CCM) has been—and continues to be—heavily influenced by technology at a pace that shows no signs of slowing down any time soon. While technology has made many aspects of CCM easier, tech has made CCM harder at times, too.
Technology has changed the face of customer communication.
In customer communications management (CCM), we talk a lot about customer experience (CX) and the business leaders who are tasked with improving CX. We’ve seen a growing trend in some industries to create a CXO, or chief experience officer, to facilitate customer experience improvements throughout the customer’s journey – including, of course, the need for great CCM as a major part of CX strategy.