You Can’t Afford to Get Digital Accessibility Wrong: Here’s What Matters Most
Accessibility isn’t optional, it’s essential: What I learned from our recent digital accessibility roundtable. If your organization is struggling to understand how to comply with accessibility standards like WCAG or PDF/UA—or even how to begin tackling document remediation—you’re not alone. Digital accessibility remains one of the most misunderstood and inconsistently applied aspects of customer communication […]
Smart Banking: The Intelligent Technologies Defining CX and Operations
In a rapidly evolving financial landscape, one thing is clear: banks that prioritize agility and data-driven customer-centricity are not just staying afloat—they’re thriving. During the recent American Banker webinar, “Smart Banking in 2025: Intelligent Technologies Defining CX and Operations,” I had the pleasure of speaking alongside Sarah Howell about the big shifts seen in banking—particularly […]
How to Make Better Data-Driven Decisions as a Customer Experience Leader
Key Takeaways: Make faster, data-driven decisions – Bring all customer communications needs into one place. Improve data access for better CX – Empower teams with easy access to data, design, and archiving for more efficiency and personalization. Boost efficiency and reduce costs – Check out the real-world results of bringing together design, delivery, and archiving […]
Customer Experience Trends in 2025: A Special Guide for Regulated Industries
As we approach 2025, the customer experience (CX) landscape is evolving rapidly, driven by technological innovation, heightened consumer expectations, and a growing emphasis on trust and compliance. For regulated industries such as healthcare, insurance, and financial services, the stakes are especially high. These organizations operate in complex ecosystems where delivering exceptional CX must align with […]
A 4-Step Guide to Elevating Your Customer Experience
Key Takeaways: Siloed communication channels can result in inconsistent messaging across departments. Define a digital strategy around customer needs to create a foundation for unifying communications – this ultimately improves customer satisfaction and loyalty. The benefits of digital adoption extend beyond internal efficiency. By enabling employees to excel in digital communications, you can significantly enhance […]
Customer Relationship Management vs. Customer Communications Management: Differences and Synergies
Key Takeaways: Adopting both CCM and CRM platforms can significantly enhance your customer experience through personalized communications, automated workflows, and consistent messaging across channels. Automating repetitive communication tasks cuts back on manual efforts to save you time and reduce costs. As consumer expectations for efficient and personalized experiences continue to rise, effectively managing customer relationships […]
Revolutionizing Insurance: Optimize Your Claims Process to Drive Customer Satisfaction and Retention
Key Takeaways: Insurers provide better customer experiences with claims processes that are simple, fast, empathetic, and deliver proactive communication throughout. Use an integrated customer communications management (CCM) platform to streamline communications and ensure that updates are timely and personalized. Effective communication during the claims process not only improves customer satisfaction but also significantly boosts customer […]
P&C Insurance: Optimize Your Onboarding Experience
First impressions are important when onboarding new P&C policyholders. A new customer’s experience with your company might well have started with an independent agent or broker, but once the sale is complete, the insurance carrier is responsible for delivering a satisfactory onboarding experience. This critical process often leaves a lasting impression. Aside from routine bills […]
Customer Engagement Trends for 2024
Intensive digitization and the rise of artificial intelligence (AI), an uncertain economic climate, and evolving consumer expectations mean that delivering an outstanding customer experience (CX) is more important than ever. While companies are making progress, 2024 will bring new challenges in meeting rising consumer expectations. Customers expect seamless and personalized experiences that meet them wherever […]
Pioneering New Pathways to Enrich Customer Engagement and Compliance
Today’s customers expect businesses to engage with them on their own terms. They want companies to anticipate their needs, personalize offerings to their individual preferences, and present them with multiple ways to interact with the brand. That requires a deep, contextual understanding of each customer’s behaviors, intentions, and wishes. It often means predicting what the […]
6 Ways Banks Can Radically Decrease Their Servicing Costs
5 Benefits of Using a Managed Service Provider
In his classic business book “Good to Great,” author Jim Collins described what he calls “the hedgehog concept.” It asserts that to be successful, businesses should focus on one thing that they can do better than anyone else in the world. They should outsource or discontinue everything else. A managed service provider (MSP) make that […]