Author : Marketing
Marketing
11/Jun/2020

Espire Infolabs is a Digital Transformation and Total Experience (TX) Solutions provider with a Cross-Enterprise approach to deliver future-ready services that are resilient to market disruptions. With focus on TX, we are paving way for enterprises to deploy & deliver the best Customer Experience (CX), Employee Experience (EX), and Business Experience (BX) – with overarching service offerings around Multi-Experience (MX), and User Experience (UX).


Beyond Covid-19: The Smart Path from CCM to CX Transformation

Gain customer loyalty in a contactless digital economy

Communication is the cornerstone of every relationship to truly understand one another and this holds true for brands too, when it comes to maintaining relationship with their customers.

"Actively managing your customer and prospect interactions creates more opportunities for engagement. Each engagement takes you one step closer to more personal & consistent one-to-one relationship" -states a 2019 Forbes report.

Your interface with customers and the way they perceive your brand, all depends on the way you align your Customer Communication Management (CCM) strategy. A poor & inconsistent CCM would leave your customers confused and annoyed, the price for which will be - the trust & loyalty that you have earned over years!

More importantly, with technological advancements, and rise of 'uber like user experiences', brands are struggling to keep pace with ever rising customer demands, and complying with regulatory and compliance requirement at the same time - pertaining with data storage & management (case in point - GDPR).

So, the larger question is - how to build trust and still strike the right balance?

Interestingly the answer is pretty simple!

A centralised & automated CCM with the ability to provide robust and personalised customer experiences - built upon a digital-first approach.

Before we dive deep, let's have a look at some stats by PwC.

  • 88% customer share their personal data with companies they trust
  • 87% will switch their loyalties due trust deficit pertaining to data
  • 77% of customers say that they find it too difficult to read company’s privacy policies,
  • Whereas, 78% say they have no qualms sharing the data if the purpose is communicated well


A CCM strategy today must be centered around CX initiatives and the two cannot be triggered in isolation!


Fast track your cx transformation by 45 to uutdo industry disruptors

Centralized & Automated CCM solution: Let customers control communications

With the evolution, acceptance and diffusion of digital technology - every customer today is armed with the power to completely own the way they want to engage with their brand. Hence, brands need to be armed with a well-managed centralised CCM platform to support personalised, real-time, multi-channel and contextual communications leading to improvised & seamless CX anywhere, anytime!

Download a free copy of our ebook >>"The Blueprint for Effortless Customer Service Experience"

Impressive CX

In this digital era, well-known brands are also facing competition from new entrants, along with borderline margins and impatient customers- leading to the decline of even those brands which have ruled the market for ages.

Customers today want superior CX laid on the foundation of personalised & human connections in this digital world.

"Personalization is the automatic tailoring of sites and messages to the individuals viewing them, so that we can feel that somewhere there's a piece of software that loves us for who we are" - David Weinberger

Providing an impressive customer experience is not about walking an extra mile anymore, it has now become a part of the journey. Whether, it is relevant and targeted, CCM outreach or tailor-made relevant solutions and auto suggestions, today’s customers want it all.

Post GDPR, it is believed that data restrictions will hamper personalisation efforts. However, data availability has grown exponentially. The present generation (GenZ) and even millennials (GenY) are so used to digital age, personalised experiences, and real-time access to information, that they expect same level of service from every brand they interact with. In general, they do not mind sharing their personal data if that gives them a privileged & personalized experience with their favourite brand.

Modern Tools Led by AI

Brands are now leveraging latest advances in automation, artificial intelligence (built upon machine learning), RPA, NLP and data analytics to kick start their CX strategy. Omnichannel personalisation has now become easier/reachable for brands with the recent development in machine learning and AI. Data collected and communication taking place through chatbots powered by AI & ML is transforming the way brands offered contextual, relevant and omnichannel experience.

Similarly, a machine trained to handle information of any kind for all types of industries, has the potential to transform the way brands used to interact with their customers towards a truly 1:1 personalised experience. With recent developments around NLP, brands are able to have more humanised interactions with their customers thereby building an enduring connection with them.

According to Juniper Research, the use of chatbots will help companies save more than $8 billion per year by 2022, up from $20 million in 2017.

The increased adoption of new technologies allows companies to communicate more effectively with customers. Chatbots and voice assistants will soon become a new standard for customer communications. They will help companies reduce costs and deliver a new level of automation and ease of use for informing, communicating, and delighting the customers.

Ending Words

The future of CCM is not just for personalisation but also as an interactive, platform which is agnostic and automated. Rising millennial customer and growth of Generation Z group is putting brands on the anvil to adopt fast-paced, futuristic, always-on and personalized customer communications management practices and offerings, along with well thought out CX strategies. It will not just lead to a trusted relationship with your loyal customers but will also help you in your journey to the state of art digital transformation.

At Espire, we stand together with brands to help them deliver above par CX transformation in their journey to digitally transform their services. For any query, get in touch with us at marketing@espire.com & do subscribe to our blog to learn more for latest insights & updates.

MORE FROM OUR BLOGS

Designed a self-service portal to improve time to market for a leading European Insurance Holding Company

Espire set up a Service Portal using Quadient Interactive for a leading Insurance Company in Europe - that focuses on Customer experience & driving personalized communication, which provided interactivity to the service agents in updating the documents whenever required by directly using the service portal.

Delivering multi-channel personalised CX for a leading government-owned electricity & gas distribution company in Singapore

A leading government-owned electricity and gas distribution company in Singapore, which specializes in providing sustainable energy solutions to all its customers required to upgrade OpenText Exstream from v9 to v16 for facilitating seamless customer communications across all touchpoint, needed to upgrade all supporting components like Exstream Designer, Design Manager, License Server, Live Editor and Command Center for efficient support, patches and upgrade

Enabling Seamless Cross-Channel Customer Experience for a Global Telecom Service Provider

The brand was using Pitney Bowes Legacy CCM suite for generating utility bills for >100, 000 customers, segregated in 9 bill cycles. Changing business requirements demanded an automated bill generation mechanism, existing application unable to manage communications for a large customer database, leading to reduced data credibility, 'miss-outs' and communication delays

Streamlined print management & workflows to improve digital customer communications management for a leading postal services brand

Espire studied the customer's key business bottlenecks and deployed scalable Quadient-based solutions to fast-track business outcomes, Leveraged Inspire Designer to develop one-single platform for the CCM application & Replaced different composition tools with Inspire Designer and successfully carried out multiple migrations, which included Doc1 Series 4 and 5 applications, FormScape, Solimar applications to Quadient Inspire

Automation of Print Stream for a Global Mail and Document Management System

The client was using latest folding / inserting equipment to automate the collation of mails including critical communications like outbound invoices, incoming payments and promotional mailings as well as payroll & vital employee communications.

Manufacturing insights technology solutions for the manufacturing sector to achieve total experience

Manufacturing companies can maximize their growth potential by investing in scalable technology solutions to elevate employee experience, optimize business processes for driving operational experience, improve customer service and digital experience, to achieve digital transformation and total experience

Top 5 benefits of digital insurance fast track your digital journey and bolster growth in 2022

Digital Insurance has empowered the insurance and reinsurance industry streamline key business operations like premium calculations, claims management, customer communications and customer data storage etc, thereby enabling leading companies to deliver unmatched customer experience, business experience, employee experience, multiexperience and user experience at scale

Top 5 digital trends for CCM providers to bolster growth in 2022 and beyond

Digital communications (CCM) service providers are constantly evolving and adding new technology capabilities to meet the dynamic demands of the customers. This blog enlists the top 5 digital trends for CCM Service Providers in 2022 and beyond for maximising profits and driving growth

Top benefits of automated reinsurance to fast track business growth

Reinsurance is the practice of different insurance companies purchasing multiple insurance policies to share the risk and reduce their loss in case of a calamity. Automated reinsurance helps leading brands in the insurance industry simplify key processes while reducing operational costs and facilitating seamless audit management.

Driving tech innovation for logistics and supply chain industry to boost growth and sustainability

With the burgeoning growth of digitalization, businesses in the logistics sector are deploying state-of-the-art technologies like AI, IoT and Blockchain to streamline operations and drive impeccable customer experiences. Supply Chain Optimization helps brands leverage cutting-edge technology to deliver goods and services that are aligned with their unique customer needs, enabling them to derive process efficiency and greater profit margins.

Subscribe To Our Blog

By clicking on "SUBSCRIBE NOW" you acknowledge having read our Privacy Notice.