Data – The Foundation for Outstanding Customer Experience
According to Gartner’s marketing leaders survey, over 80% of organizations expect to compete on Customer Experience (CX), yet only 50% of organizations say they can track the financial impact of CX projects. The root of most CX challenges and the key to uncovering CX opportunities lies in data. Many of the rapidly expanding CX Gen […]
Why Legacy CCM Systems Are Costing You Customers and Employees
Key Takeaways Legacy CCM systems are damaging to customer satisfaction and employee productivity and are no longer sustainable. Boost employee morale and customer loyalty with a unified customer experience platform (CXP) that streamlines workflows and improves communication. Modern CXPs support seamless omnichannel communications, advanced capabilities like AI and ML, and ensure regulatory compliance. Overwhelmed customer […]
Unified Customer Experience: A Guide for Financial Service
For financial services companies, success hinges on consistently meeting customer expectations. Trust plays a pivotal role in client satisfaction and long-term loyalty. Consistency and accuracy in communication are essential. Experts at Deloitte found that 70% of consumers consider a consistent multi-channel experience as extremely or very important when selecting a primary bank. In today’s multi-channel world, that […]
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 […]
Customer Communication Management for Highly Regulated Industries
Data drives innovation. Throughout our Trust ‘23 summit, Precisely has demonstrated just how critical data integrity is for surviving and thriving in today’s hyper-competitive business environment. The effective use of data is a determinant of who becomes the market leader and who can establish a lasting competitive advantage. Data is also the key to winning […]
Ensure Consistent Omnichannel Customer Communication with the Right Tools
The stakes have never been higher. In today’s business environment, companies must deliver a consistent and personalized omnichannel communication experience for their customers. Innovators like Amazon and Netflix have raised the bar on customer expectations by delivering custom-tailored experiences built on a scalable platform. Digital technologies have made it possible to operationalize the concept of […]
5 Benefits for Implementing An Integrated Customer Engagement Platform
Digital customer experiences have become more important since early 2021, when disruptions caused by the COVID pandemic prompted consumers to go beyond their habitual brick-and-mortar interactions and expand their use of digital channels. That trend was already well under way, of course, but the crisis of 2021 accelerated the omnichannel trend. For businesses striving to […]
3 Steps to Increase Insurance Claims Satisfaction
For some time now, CX has been rising in visibility and importance. That development began well before COVID, but it has accelerated dramatically since the pandemic. Back in 2015, Forrester Research coined the term “the age of the customer.” Businesses began to develop targets for improving customer experience (CX) and striving to achieve those by […]
Top Things to Consider When Choosing a Customer Communications Management Solution
Providing a first-class customer experience (CX) is no easy undertaking. It starts with building and maintaining a culture of service, but in today’s world, that can be especially challenging. The so-called “Great Resignation” is unfortunately very real, and that’s making it hard to deliver great CX. Employees are seeking employment alternatives or are leaving the […]
Top 3 Challenges and Solutions for Utility Service Providers
Precisely attended and talked at UK’s Future of Utilities Smart Energy and Water events in the first quarter of 2022. Utility service providers and leaders from across the UK’s energy and water companies presented keynotes on the top challenges and opportunities faced by the sector. Our own Paul Matthews, Strategic Director for Utilities in the […]
Top 6 Critical Capabilities for Your Digital Archive
68% of marketing leaders say their company competes on customer experience (CX) and 67% of consumers say they will switch brands after a bad experience. One of the many challenges in CX is ensuring your organizations have access to every customer interaction, as-delivered exactly to the recipient AND ensuring you have visibility into all metrics […]
Introducing Business Agility and Governance to Your Customer Communications
Many communications exchanged with customers must comply with strict regulations. At the same time Customer eXperience (CX) is critical for customer retention. 67% of customers will switch brands after a bad experience and, according to Gartner, 94% of customers repurchase at “low-effort” companies who make customers’ lives easy while only 9% of customers repurchase at […]