While many companies look to bring on new digital experience technologies to support emerging channels, line of business professionals and IT staff alike are faced with a difficult choice. The choice to embrace a digital-first strategy to get to market on new channels quickly, or an omni-channel approach that supports the overall end to end customer journey.
Improving the customer experience has become a top strategic priority for many organizations trying to stay ahead of their competition, compete for market share, and secure consumer loyalty. Today, conversations about customer experience typically include enabling business-to-consumer (B2C) interactions through digital channels to provide a fantastic experience that consumers have come to expect. The pressure is on for companies to keep up and provide the digital experience their consumers want.
Embarking on a digital transformation journey may be overwhelming, especially for companies burdened with legacy systems, a disjointed customer communications management (CCM) technology infrastructure, and business processes that rely heavily on paper.
This white paper outlines which approach makes the most sense for your customer communications project, and which technologies are available to support your requirements including:
- Technology drivers
- How to map your strategy
- The role of CCM in digital transformation
- Mapping the customer journey
- How to keep a digital focus, without losing sight of the customer
And much more.
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