Customer Communications 2.0

208 – The Changing Landscape of Customer Communications

May 2, 2017 10:30 am - 11:20 am

Bookmark and Share

James K. Watson, Jr., PhD

There are many changes in the customer communications marketplace today. As a result, many are left with some big questions: What trends will affect organizations most significantly? What are the capabilities that will have an impact on customer communications, and how will they change the way you communicate with your customers? What are the prerequisites for putting these capabilities in place, and what should you be doing to improve the customer experience? The purpose of this session is to look at the most significant changes, which we break down into four areas, including user experience and expectations, content strategy, diversity support and deployment options.

You’ll return to your organization with:

  • An understanding of the market changes in customer communications
  • The move to the cloud and software as a service offers a huge opportunity for improvement to unit costs and service-level agreements
  • Best practices that will lead to success and the mistakes and pitfalls to avoid

Customer Communications, Strategy, Execution, Customer Experience