Today’s consumers demand increasingly more of a personalized experience in every interaction. Eighty-three percent of consumers report that they are willing to share their personal data to enable a more tailored and customized experience. That includes knowing their preferred communication vehicle, frequency of communications, and payment channels. Those expectations expanded exponentially during the pandemic, and the businesses that could satisfy that demand thrived. At year-end 2021, 76 percent of individuals who shifted to contactless or digital engagement had no intention of returning to their old ways of doing things. Yet, According to the Gartner CX report, through 2025 50% of large organizations will have failed to unify engagement channels, resulting in a disjointed and siloed CX that lacks context.
With most businesses now accustomed to this new way of engaging with co-workers and customers, it’s ushered in an even faster pace of change that sees companies scrambling for tools to accommodate in-office, hybrid, and remote employees while at the same time working to create the personalized experience demanded by their customers.
Keeping up with increasingly tech-savvy customers
Among the many obstacles this involved were the challenge of managing customer preferences, and on-demand creation, digitalization, and delivery of complex documents and communications at scale – which include invoices, statements, policies, confirms, and notifications – and faster than ever on platforms that were already struggling to keep up with increasingly tech-savvy customers. The consensus among business leaders and consumers is clear that the time is now to make digital output the default and preferred option, to unify engagement channels, and to improve the mobile experience.
Implementation without disrupting day-to-day business operations
Content Critical helps our clients overcome these imposing business challenges. We accomplish this by dividing these imposing modernization and digitalization objectives into smaller manageable projects that can be implemented without disrupting day-to-day business operations. Among those are:
- Digitizing all documents and communications from any data source and any file format on one platform and made available through every channel- digital and traditional (include examples: AFP archives, Mainframe data, microfiche, CD
files, PDFs, all digitized and made available to every channel) - Smooth the flow between traditional and digital solutions into one cohesive engagement, reducing friction points that impede adoption (i.e., QR codes for enrollment or for accessing additional details via the website, portal, or mobile app)
- Optimizing the engagement of all traditional communications using design and data visualization tools and expertise to create messaging that consumers comprehend, retain, and compel them to take action. Today that action needs to be no more than a “click” (And when you can create a highly personalized, relevant, and meaningful experience in a matter of seconds, you maximize your opportunities to improve customer loyalty and increase your share of wallet)
- Helping to grow and enhance your customer data with email append services and preference management tools
- By providing processing platforms with the ability to merge additional content and digital assets into previously composed documents, enhancing the presentation and messaging the customer
- By providing accessibility solutions for the blind, partially sighted, and for those with cognitive disabilities. CCS seeks to eliminate the barriers in providing reasonable accommodation for customer communications.
- And providing a customized web portal developed around the needs of the individual client providing only pertinent real-time reporting, content management, and individual SLA monitoring.
This creates a command center to control and manage all customer engagement.CCS takes on the heavy lifting while leaving our customers with complete control and full transparency.
