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What crisis communication can teach us about the ideal approval process

1 year ago in

How your company responds in a crisis—and communicates that response—will impact your ability to retain customers, avoid significant damage, and grow your business. Crisis communication is an important aspect of business continuity, but it’s also critical to showing customers that you’re responding to their needs.

The opportunity for operations to improve customer experience

1 year ago in

The opportunity for operations to improve customer experience The global pandemic has taken the world by surprise and left many organisations scrambling to respond appropriately. The fast-moving nature of the crisis has shown that a better customer experience depends on seamless and adaptable systems. In

ClearView’s automated customer communications success

1 year ago in

The situation ClearView is a financial services company with a focus on insurance and wealth management. With the intent of supporting their customers’ long-term financial security, they are in regular communication with thousands of people in relation to a range of products and services. Every

Six trends in customer communications worth responding to (and how to respond)

1 year ago in

Six trends in customer communications worth responding to (and how to respond) The customer communications landscape is evolving rapidly. Digital transformation has changed the game by opening up a variety of new channels and also dramatically raising consumer expectations. With so much competition for your

The new metrics of customer experience

1 year ago in

Although companies are increasingly recognising the importance of exceptional customer experience, the numbers show that few are achieving it. Forrester’s Australia 2019 Customer Experience Index (CX Index™) reveals that despite an overall improvement in CX quality between 2018 and 2019, the experiences delivered by two-thirds

Shift: how to use CCM communication strategies to shape customer behaviour

1 year ago in

In the always-on world of smartphones, the internet, and social media, we’re being increasingly bombarded with information and messages. Cutting through the noise to reach your customers is becoming more and more difficult. Against this backdrop, what constitutes good customer experience is also changing. Users

CCM: the secret weapon for a consistent brand experience

1 year ago in

In the face of growing communications complexity, how do you ensure a consistent brand experience? The answer is through your CCM system.

Make customer communications your competitive differentiator

1 year ago in

Companies are increasingly recognising that differentiation through products and services alone is no longer enough. As the expectations of modern consumers continue to soar, the new battleground is customer experience. According to research by Gartner, 81% of marketing leaders said that they expected to be

Aragon Research and CoTé align on Workflow and Content Automation

1 year ago in

In our blogs about people and process last year we covered a lot of ground: Sources of truth, change management, requirements management, testing and people and organisation. A common theme through those articles was workflow to sharpen process and to ensure the content in your

Gartner’s latest CCM Market Guide will definitely get you thinking!

1 year ago in

Do you have the right CCM solution and partner for your future omni-channel customer communication needs? Why do you get up in the morning? Picture this; you are the person int your organisation that owns the… content of your comms or look and feel of

Looking beyond platform – are your processes and people affecting your customer interactions? Part 5: People and Organisation

2 years ago in

Following on from People and Process Parts 1, 2, 3 and 4, in this post we’ll focus on the of key issues of PEOPLE and ORGANISATION. We observe four key areas where impediments to fluid, good practice can occur. When prudent to do so, and relevant to customer communications management processes,

Looking beyond platform – are your processes and people affecting your customer interactions? Part 4: Testing

2 years ago in

Following from People and Process Parts 1, 2 and 3, in this post we’ll focus on the of key issue of TESTING. Poor processes when planning, executing and reporting on testing, let alone when expediting fixes, will also hit your bottom line by hampering your ability

What crisis communication can teach us about the ideal approval process

The opportunity for operations to improve customer experience

ClearView’s automated customer communications success

Six trends in customer communications worth responding to (and how to respond)

The new metrics of customer experience

Shift: how to use CCM communication strategies to shape customer behaviour

CCM: the secret weapon for a consistent brand experience

Make customer communications your competitive differentiator

Aragon Research and CoTé align on Workflow and Content Automation

Gartner’s latest CCM Market Guide will definitely get you thinking!

Looking beyond platform – are your processes and people affecting your customer interactions? Part 5: People and Organisation

Looking beyond platform – are your processes and people affecting your customer interactions? Part 4: Testing

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