Introducing, Scott Biel, VP Sales, Financial Services North America at Doxim

by | Mar 17, 2021

Scott Biel, VP sales, financial services North AmericaWe are proud to introduce you to our new blogger, Scott Biel, Vice President Sales, Financial Services North America. Scott is a Customer Communications Management (CCM) expert in the financial services sector. He will be producing blog content for us, with a specific focus on CCM in wealth and insurance.

Scott says, “the biggest change over the next couple of years will be the pace at which companies embrace digital and move to integrate their Customer Communication Management & Customer Engagement Management (CEM) workflows and technology into their overall corporate client experience strategies.” Read on to learn more about Scott and how he believes CCM and CEM is going to change over the next couple years…

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What are you passionate about?

In my work life, I am passionate about the customer communications industry, which like the financial services industry, has seen tremendous change over the past 2 decades. The changing landscape and my natural curiosity about our customers’ business, continue to inspire me. I am enthusiastic about leveraging my knowledge to build long-lasting, mutually beneficial relationships that lead to enhanced customer experience real business results.

Family and friends are important to me and I spend most of my personal time enjoying life with my wife and two daughters who are in their early 20’s. I am fortunate that I grew up with a group of friends who remain close. I am also a tennis fanatic and play competitively year-round.

If you could travel anywhere – where would it be?

I am a beach lover and have travelled to many of the Caribbean islands. I have family roots in Barbados, which makes it a favourite. I am also a wine and food lover, and Italy is at the top of my travel wish list.

What do you appreciate most about working at Doxim?

The speed at which change continues to impact the industries we serve, is both an opportunity and a challenge.  Companies know that they must embrace digital technologies, which is an opportunity for Doxim.

We have a great group of people supported by a client-driven and collaborative culture. I am fortunate to work with a team who, in my opinion, are the best sales executives in the industry.  Add to this the fact that Doxim’s CCM & CEM solutions are uniquely positioned in the market, and we have a tremendous recipe for success.

Doxim continues to make significant investments in the business. This has enabled our team to offer customers and prospects the most comprehensive solutions available – supported by a production footprint across North America, a global software platform and the best people in the business.

How do you think CCM and CEM is going to change over the next couple years?

Most people and organizations understand that the world has shifted towards digital channels and that technological change is a permanent reality. High-speed change permeates every aspect of our daily lives and continues to set our expectations for how companies engage with us, as consumers.

The biggest change over the next couple of years will be the pace at which companies embrace digital and move to integrate their CCM & CEM workflows and technology into their overall corporate client experience strategies. Doxim is ideally and uniquely positioned to help financial services companies, namely, wealth, insurance, banking and credit unions,  achieve these critical goals. 

3. Expansion of digital products

As banking customer behavior shifts, banks must move with the times, or risk getting left behind. Many banks today are exploring the power and potential of open banking, which can allow them to offer more innovative products and services to their customers, as well as to better compete with fintech companies and other non-traditional financial service providers.

As you shift your banking business model to reach new segments or provide an enhanced array of services, communication becomes even more pivotal to your success. After all, if your customers don’t know which new services they qualify for, or how those services will help them meet their goals, then they are unlikely to explore them further. CCM technology can be leveraged here to provide personalized on-statement messaging that directs customers to the right products and services, as well as 1:1 personalized “explainer” videos to help them get started.

Adjusting your bank’s priorities to thrive in 2023

In an era of constant change, the key to successfully transforming your bank’s business model will be to stay attuned to the changing needs and preferences of customers, and to be open to exploring new opportunities and technologies that can help your FI stay competitive and relevant. But these new opportunities are doomed to fail if you do not clearly communicate their benefits and make it simple for customers to access them.

That is why transforming your customer communication strategy is the best first step to broader digital transformation. By updating your approach to communications to meet omnichannel customer needs, you also position your bank to communicate the benefits of changes in your broader organization, like new or enhanced products and services. The pace of change in banking has never been brisker – but with the right strategic approach to these changes, the future is bright.

Investing in a modern customer communication management and engagement platform is an essential part modernizing your banking strategy, as it can provide the personalized digital experiences that will keep your bank or credit union ahead of the competition. It helps provide a great customer experience, and builds rich relationships, which in turn results in customers for life and a competitive advantage in the rapidly evolving financial marketplace.

How Doxim can address the banking customer communications trends identified and help future-proof your digital banking strategy

banking customer communications trends

Doxim’s experienced consultants and omnichannel platform can help transform your customer experience in many ways, including:

  • Gathering and utilizing customer data to continually improve the personalization of communications.
  • Building trust with customers via communication (via print, PDF, HTML, email, text, and online interactive experiences).
  • Leveraging interactive video to drive personalized digital customer experiences, such as interactive statements, bills, or reports, that offer visual engagement and real-time interactivity
  • Putting customer data, including customer statements, at the fingertips of your service representatives for immediate and personal service.
  • Making a meaningful connection with value-added content, like information about philanthropic activities, on customer statements.

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