Highlights From Recent Webinar: Proven Strategies for Leveraging Regulatory Documents to Improve Customer Experience, Reduce Cost and Grow Revenue
During a recent joint webinar in which both Doxim and Aspire, a CCM analyst firm, participated, the topic of moving from Customer Communications Management (CCM) to true Customer Experience Management (CXM) was discussed.
Kaspar Roos, Founder and CEO of Aspire, spoke about the cross-departmental benefits of a move to a CX–focused communications strategy, and about the hidden costs of less than optimal communications. We’ve shared some of the highlights from the webinar below.
The webinar is now available on demand! Watch now for a deeper dive into proven strategies for leveraging regulatory documents to improve customer experience, reduce cost and grow revenue.
A Disjointed Approach to Customer Communications Has Costs
In a recent survey by Aspire, nearly 90% of business respondents indicated that they believe that effective communication is “extremely important.” However, less than 20% believe their own organization’s communications are excellent1.
Unfortunately, sub-par communications can have significant knock-on effects, as they erode the customer experience, reduce customer satisfaction, and can cause you to miss crucial opportunities for cross-sell. In fact, a startling 1 out of every 8 consumers report they would switch providers because of poor CX2.
What Does a Comprehensive, CX-focused Communications Strategy Look Like?
As customer expectations begin to mandate more frequent, relevant communications across all channels, the field of Customer Communications Management (CCM) is evolving as well. Today, organizations are increasingly talking about Customer Experience Management (CXM) as a holistic approach to all customer interactions.
To understand how the combination of CXM strategy and modern communications technology can drive meaningful improvement in your customer communications, consider the following:
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Business Benefits of a Communication Strategy that Prioritizes Engagement
The benefits of a comprehensive CXM strategy, backed by future-proof omnichannel communications technology, extend across the whole organization. These benefits include cost savings from increased digital adoption and reduced call center inquiries, as well as increased levels of customer satisfaction and loyalty.
Other advantages you may not have considered include increased employee satisfaction and retention, as a modern CCM/CXM solution empowers your business users to effectively engage with customers, without having to move between systems or search for information across multiple data sources. And, of course, a modern CXM approach to communications opens up new opportunities to sell and serve, with personalized, timely, and relevant 1:1 messages right on highly valued and highly read communications like statements and bills.
Business Benefits of a Communication Strategy that Prioritizes Engagement
The benefits of a comprehensive CXM strategy, backed by future-proof omnichannel communications technology, extend across the whole organization. These benefits include cost savings from increased digital adoption and reduced call center inquiries, as well as increased levels of customer satisfaction and loyalty.
Other advantages you may not have considered include increased employee satisfaction and retention, as a modern CCM/CXM solution empowers your business users to effectively engage with customers, without having to move between systems or search for information across multiple data sources. And, of course, a modern CXM approach to communications opens up new opportunities to sell and serve, with personalized, timely, and relevant 1:1 messages right on highly valued and highly read communications like statements and bills.
How Doxim can help support your move to CXM
As a single, trusted partner offering a holistic CCM solution that will meet all your CXM needs, Doxim can help you operationalize your customer experience strategy and make every interaction count.
Doxim’s omnichannel CCM Platform can empower your business users to generate the frequent, ongoing, and personal interactions your customers crave, and distribute these communications through multiple channels (via print, PDF, HTML, email, text, and online interactive experiences).
The omnichannel capabilities of the platform are such that when a customer calls in to speak to a service representative or engages with a chatbot, both human and machine can provide immediate assistance by calling up the communication or document that the customer received. This keeps every customer communication connected, making multi-step, omnichannel customer interactions a reality.
Behind the scenes, Doxim’s seasoned client experience experts can also help you encourage customer engagement and consult on creative communication design that delivers a great user experience.
And of course, Doxim’s customer communications management technology offers you all the security and compliance features you require to keep your customers’ sensitive data secure, plus the scalability and flexible pricing you’d expect from a modern SaaS-based solution.
