omnichannel communications

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 […]

Best of 2022: Top 5 Customer Engagement Blog Posts

By connecting with customers when, where and how they desire, using personalized and data-driven insights, businesses are creating the game-changing experiences that customers demand. Join us as we count down the Top 5 Customer Engagement blog posts of 2022. #5 Leverage an Omnichannel Communications Archive for Better Customer Service Decades ago, document management was largely […]

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 […]

Leverage an Omnichannel Communications Archive for Better Customer Service

Decades ago, document management was largely about recordkeeping. Microfiche was a popular technology for large companies that needed to store large volumes of documents for long periods of time. Later, as digital technologies came into widespread use, Adobe’s PDF technology became a mainstay of document management, providing universal access to any user, without the need […]

Best of 2021: Top 10 Customer Engagement Solutions Blog Posts

By connecting with customers when, where and how they desire, using personalized and data-driven insights, businesses are creating the game-changing experiences that customers demand. 2021 brought some informative Customer Engagement Solutions content and as the year comes to a close we would like to share our top 10 posts from our blog. #10 Streamline Call […]

Omnichannel Archiving Best Practices and Pitfalls

Communications related to legally binding transactions have traditionally been in print or PDF formats and archived in these formats too. The shift to online business has led to customers demanding an omnichannel experience that meets their needs wherever they are on the channels that best suit them in any given moment. This is not surprising […]

Creating an Omnichannel Customer Experience in the Telco Industry

Over the past decade, there has been a great deal of talk about the importance of an omnichannel experience. For many, that term is most familiar in the context of retail businesses that incorporate a mix of online and brick-and-mortar contact. But the concept of an omnichannel customer experience actually extends much further than that. […]

Personalized, Seamless, and Omnichannel Communication: It’s What Consumers Want

Today’s customer engagement must be omnichannel, personalized, and seamless. For marketers, customer experience, and customer service professionals, that represents a significant challenge. How has customer engagement evolved over time, and what tools do marketers need today to create solid customer engagement? Understanding omnichannel customer engagement The concept behind converting a prospect into a customer is […]