Delighting the customer - an important prerequisite for customer engagement, possible only with 1:1 Personalization, Empowering all customer-facing agents - with right resources on customer interaction, preferences, and expectations to ensure superior CX, Transforming insurers / providers from a faceless entity to a brand capable of diving into the customer sentiments and preferences, Ensuring a comprehensive communication strategy is in place, to enable better cross-sell and up-sell strategies

Quadient Customer Journey Mapping is a cloud-based journey mapping tool that incorporates all customer digital and physical touchpoints into your journey maps. Customer experience teams easily share feedback with business users directly through the tool, so improvements are made in real-time

The deal builds on Espire's experience providing Quadient's professional services, and will allow it to resell and support Quadient's cutting-edge customer experience solutions to banking, insurance, travel, education, telecoms and utilities sectors across the UK & Ireland, Nordics and Benelux

Companies need to deliver delightful experiences to customers with relevant, meaningful and personalized omni-channel communications in order to gain the competitive advantage and build customer loyalty. Organizations, however, with their legacy systems, departmental silos and changing regulations and compliance issues are not able to deliver on customer experience requirements

According to Forrester's CX index, while 73% of brands list 'improving CX' as their topmost priority - only 1% manage to do so!. Customers deserve rapid & relevant communications. This necessitates fast tracking your CX & digital transformation in the new normal, for you to reap positive outcomes in the coming times.

The need for agility to respond to customers in timely and personalised ways has never been greater than in the current crisis. But as utilities open up more communication channels to customers, how can they ensure their operations become more efficient? And what role can customer communications management systems and other technologies play?

Traditionally CCM has been a means/solution for transactional communication which shared customers’ bank statements, bills, policy documents in print/email format. While that remains one of the primary requirements, the opportunities it offers today to communicate effectively and service the customers better are immense

As the EMEA region and the world at large traverses through the pandemic, data-driven insights are what will help organisations bring the economy back in its feet! As we try to make sense of more data, AI and ML will continue to be a shining star. While most recognize the need to move to a Unified CEP (Customer Engagement Platform), but perceived risks & cost creates inertia and sluggishness.

There are several ways for building loyal and lasting customers in today’s digital age. You can interact with your customers now on multiple platforms including in-store and on-premise on a personal level or on mobile devices and computers through calls, chatbots, customer support centers, e-mails, marketing campaigns or through paper and printed medium

At Espire, our commitment to combat the pandemic with a spirit of unity and resilience has helped our customers and business fraternity with uninterrupted service delivery, without compromising on health & safety of our employees. We are proud to have delivered and helped design engaging, delightful and impressive customer experiences despite the numerous challenges, due to the global slowdown

The need for digital transformation is on an increasing course for quite some time. However, the window of opportunity to transform to keep up with leaders, such as Amazon and Alibaba and disruptors like Uber and AirBnB - is on a downward spiral

Positioning and formulating a robust CCM and CXM strategy for brands in 2021 would require mapping the evolving customer behavior and requirements, customer inhibitions and spending pattern, which is constantly been reshaped by the ongoing pandemic

According to Gartner Customer communications management (CCM) is defined as the strategy to improve the creation, delivery, storage and retrieval of outbound communications, including those for marketing, new product introductions, renewal notifications, claims correspondence and documentation, and bill and payment notifications