You can identify and address customer experience (CX) gaps by mapping out critical customer journeys to see what works and what doesn’t from the customer’s point of view. To do this, you need to take a close look at very specific customer/company interactions, starting with the ones that most directly impact your business objectives and/or potentially contribute to customer experience gaps that lead to customer attrition.
Respondents to the study we commissioned with Forrester Consulting identified automation of customer-facing communications as one of the main customer experience management (CXM)-related business goals that they find particularly challenging. One of the reasons it’s difficult to achieve comparable levels of automation in customer-facing communications throughout the customer life cycle is, once again, a disparity between the processes and technologies used on the customer acquisition side of the organization (marketing and sales) versus the customer service and retention side of the organization.
One of the companies we work with is among the largest healthcare payers and providers in the United States. Over the past few years, this company has seen tremendous growth in its membership, to more than 45 million people.
The business world continues to move steadily in the direction of Internet-enabled, mobile-friendly software solutions. Document Output for Customer Communications Management (DOCCM) is no exception. Users want a lean, user-friendly document editor so they can quickly and easily create highly customized (but tightly controlled) communications wherever and whenever they need to do so, using almost any device.
89% of consumers begin doing business with a competitor following a poor customer experience, according to a Harris Interactive Study. By integrating your interactive voice response (IVR) system with a DOCCM application that excels at creating customer correspondence and generating structured documents, your company can be the one gaining – and keeping – business instead of losing it.
Ah, Labor Day. A time to kick back from work and enjoy the last vestige of summer. Wouldn’t it be great if every day could be Labor Day? Or, at the very least, a lot less laborious?