The automation opportunity
Automation technologies are already helping to deliver the joined-up communication strategies needed to meet ever increasing customer expectations.
The reality however is that many businesses (particularly those outside of the retail industry) still manage customer communications in siloes: for example, services are responsible for call centres, but marketing take care of promotion communications and direct mail, and the social team is responsible for advertising the brand online. Aligning these departments is crucial for building consistent communications and experiences across the business. Making Customer Communications Management (CCM) a priority will ensure that its multi-channel technique allows customer communications to be responsive, optimised and accessible via any device. With clients empowered to select their preferred method of communication, both with regards to channel and device, consequently internal processes are sped-up and improved. End-to-end CCM helps businesses craft, distribute and successfully monitor the personalised communications that consumers expect today.
Ultimately, if a business can’t speak the language of its customer, that customer will quickly find another option who understands what it’s saying.