The Benefits of Moving to A Communications Strategy that Prioritizes Engagement

by | Mar 23, 2023

Highlights From Recent Webinar: Proven Strategies for Leveraging Regulatory Documents to Improve Customer Experience, Reduce Cost and Grow Revenue

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 CXfocused 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.

CCM deals with the creation, management, and delivery of personalized, data-driven communications. CXM manages all interactions with the goal of improving customers' perception of the brand

To understand how the combination of CXM strategy and modern communications technology can drive meaningful improvement in your customer communications, consider the following:

Without CXM, communications are: Sparse/ only occur as dictated by regulations or business needs/Disjointed, with different or confusing messaging across channels or business units (billing, customer service, etc.)/Delivered via the channel that is simplest for the organization to use/Arrive on a scheduled cadence only (monthly, quarterly, annually)/Impersonal, or with very limited “fill in the blanks” personalization. With CXM, communications are: Frequent and ongoing, to meet customers’ increasing desire for contact/Connected – one triggers the next for a seamless, multi-channel, multi-step experience Omnichannel, so customers are engaged with complementary messages across a variety of channels /Delivered through a preferred channel for a more convenient customer experience/Ad hoc and interactive, designed to meet customer needs and answer questions in the moment/Hyper-personalized with data-driven insights, to give a true 1:1 experience

Engage Customers with Data Driven Personalization and Targeted Messaging Learn how Doxim can help you leverage data to ensure personalized customer engagement.

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

End-to-end solution

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.

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Olga Zakharenkava
Vice President, Former CCM Product Management & Product Marketing at Doxim.
Olga focuses on delivering business value to Doxim’s clients through world-class SaaS CCM solutions. She has a strong background in CCM technology for the regulated industries, product management and project management.
Olga joined Doxim in 2017 as the head of Product Marketing, Demand Generation, and Communications, and prior to Doxim, held product, marketing and strategy leadership positions at companies of all sizes, from startups to Fortune 500, including Telmetrics, OpenText, and JVL.
Olga holds an MBA from the Paul Merage School of Business at the University of California, an Honors Master's degree in Finance, and an Honors Bachelor's degree in Economics and International Management. Olga is a regular contributor to industry media, covering topics in marketing, financial services, productivity, and work management.

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