The pace of digital evolution
A global view of consumer sentiment toward essential communications
Digital capabilities are rapidly advancing, spurring ever-increasing customer demands and expectations of customer communications.
To explore this increasingly digital frontier, Computershare and Quadient engaged an independent research provider, Coleman Parkes to examine consumer behavior in relation to essential communications.
This ebook should help our clients and the broader market gain a comprehensive understanding of changes in the landscape and how they might adapt for CX success. We approached this research with two hypotheses:
- Changes to consumer behavior as a result of COVID have accelerated the propensity for consumers to switch to digital communication channels
- Essential and transactional communications are by their nature complex. By improving the customer experience with these communications, companies can reduce the cost to serve customers and reduce churn.
The results of our independent survey have shown consumers are seeking more digital interactions with their providers and poor experiences with essential communications drive up not only cost to serve but the probability of churn.
In this ebook, you will find actionable insights to help you delight your customers and drive value in a digital age.
Download your complimentary copy today!