Customer Communications 2.0

202 – CASE STUDY: Customer Communications in an On-Demand World: How Interactive CCM Technology Can Help

May 1, 2017 11:00 am - 11:50 am

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Greg Houston

Today, simply assuming your customers only want digital communications ignores a key segment of your client base. At the same time, continuing to focus on a static, print-only model puts you at a competitive disadvantage. Organizations need to deliver communications when customers want them—in the format they prefer. The purpose of this session is to disuses how on-demand, omni-channel communications can provide customers with the information they want, how they want it and when they want it. This session will showcase how Manulife is balancing customer-centricity and e-presentment adoption and producing statements and correspondence packages on demand.

You’ll return to your organization with:

  • Tactics to support an omni-channel model using technology
  • Strategies for driving electronic adoption to drive down costs
  • Recommendations on how to support on-demand delivery

On-Demand, Omni-Channel, e-Adoption, Customer Communications, Financial Services