The Future of Customer Communications: 18 Unique Perspectives

Stephanie Clarke
Posted by Stephanie Clarke Director of Content Marketing Wednesday, March 20, 2019 - 17:56

Stephanie Clarke is the Director of Content Marketing at Quadient, responsible for developing and executing Quadient’s global content strategy. Stephanie has more than 14 years of experience in the software, technology and manufacturing industries. She has a proven track record for designing and implementing winning and profitable B2B marketing strategies for global technology brands. Stephanie holds a B.A. from Wilfred Laurier University. She is very active on LinkedIn and Twitter – please connect with her by clicking the icons above.

Customer Experience Update
The Future of Customer Communications

In 2019, customers expect every company they do business with to act and interact like their favorite technology brands. Today’s hyper-connected consumers are using mobile technology to research, shop and make purchases and they expect the organizations they do business with to communicate with them on a personalized, relevant and contextual basis. 

In many cases, consumer expectations far surpass an enterprises’ ability to deliver. If consumer expectations are high now, what will their demands be five years from now? How will they want to interact with brands in 2019 and beyond? What foundations must be put in place today in order for organizations to be ready (and able) to engage with customers in 2024? 

Today, people in your company are considering investments in technology that will affect your ability to communicate with your customers for years to come. Some of these choices will improve your communications in the future. Others will not. The decisions you make today are critical. 

At the rate technology evolves, five years from now, we might expect thousands of contextually-driven, ultra-personalized messages to reach our customers at exactly the time they are needed. Certainly, they will be delivered through all sorts of new devices, many integrated into cars, clothes, glasses, appliances and other interesting places. 

How will new technology shape the future of customer communications?  

We went straight to the source and asked hundreds of your peers which trends they believe will have a meaningful impact on customer communications over the next five years.  

The results were compelling. 

Our new eBook "Top 12 Customer Communications Trends to Watch in 2019 and Beyond" features provocative sentiment from 18 contributors including industry experts, customers, partners, industry experts and employees about the customer communications management (CCM) industry will evolve over the next five years, and what companies must do today in order to adequately prepare.  

In the book we uncover 12 pivotal customer communications trends to watch in 2019 and beyond:
 

TREND #1: CUSTOMER EXPERIENCE WILL REMAIN A TOP PRIORITY

TREND #2: BI-DIRECTIONAL COMMUNICATIONS

TREND #3: ARTIFICIAL INTELLIGENCE & DATA ANALYTICS

TREND #4: TECHNOLOGY PARTNERSHIPS & API'S 

TREND #5: CUSTOMER JOURNEY MAPPING & ANALYTICS

TREND #6: CUSTOMER COMMUNICATIONS AS A STRATEGIC PRIORITY

TREND #7: CUSTOMER COMMUNICATION UNIFICATION

TREND #8: THE 'CONNECTED CUSTOMER'

TREND #9: OUTSIDE-IN & INSIDE-OUT THINKING

TREND #10: REGULATIONS & DATA SECURITY

TREND #11: HYBRID CUSTOMER EXPERIENCES

TREND #12: PERSONALIZATION & CUSTOMER EMPOWERMENT 
 

Some expert contributors include:

Gina Ferrara Madison Advisors

Kaspar Roos Aspire

David Stabel Keypoint Intelligence

Annette Franz CX Journey

 

Grab a free copy of the book here.

Top 12 Customer Communications Trends to Watch