Benevolence Technologies simplifies print management and workflow for leading postal service brands, enabling them to deliver impeccable digital customer communications at scale.

1. Key Initiatives to Improve Customer Experience
(CX)
Your customer expectations and reliance on your digital presence have completely
changed the way customers expect to engage with you and your community at
large. The new hybrid work environment combined with social media has been the
catalyst that makes digital transformation a game changer that directly contributes
to your brand’s success.
Businesses in industries as diverse as insurance, healthcare, utilities, financial
services, or logistics have been quick to develop sustainable customer engagement
programs that leverage regular contact with customers and benefit from affinity-
driven purchases and loyalty.
In this article, we will discuss the top 4 ways digital communications and CCM
solutions can improve customer experience and thus increase loyalty.

2. 1. Connect with unengaged customers
According to Survey, only about 15 percent of customer interactions currently
result in increased value, but many more can. Customers have multiple choices for
every product or service they use and expect businesses to provide value in every
communication, a lack of which can lead to disengagement. Customer feedback and
impromptu communication are crucial for companies to create value, and timely
sharing of information about new products or services, progress reports,
suggestions, etc., is the key to regaining trust and confidence.
2. Drive personalized customer experience
Providing digital communications that resonate with customers is critical. Creating
relevant content delivered from the right channels can help drive positive responses
from unengaged prospects and customers.
Digital communications form the stepping stone to delivering a personalized
customer experience at every step of the customer journey. Providing contextual
and interactive communications can help customers take the next step and reach
you through channels that are convenient to them.
3. Humanize your brand
Nobody likes connecting with a bot to share experiences or feedback, and neither
do your customers. Driving one-way customer communication can help you gather
data and achieve your marketing goals, but it will hardly result in any customer
conversions or sales.
Sharing blog posts, webinar invitations, and video recommendations as part of
digital communications can make a world of difference! By adding a human touch
and customization to your digital communications, you can humanize your brand
and effectively engage with customers.

3. 4. Provide an omnichannel customer experience
A first-class priority in delivering impeccable digital communications is for top
management to support a customer-centric strategy to ensure a shared vision.
Research from McKinsey & Company shows that core customer journeys must be
identified and transformed through redesign and digitization.
Digital communications help bring together your prospect and customer journeys
by keeping them actively engaged and allowing them to pick up the conversation
where they left off. Designing a valuable customer journey includes engaging with
customers through all channels, be it website, social media, SMS, email, offline
events, and more, helping to reproduce opportunities, reducing the cost of sales, and
increasing CSAT.
Benevolence Technologies simplifies print management and workflow for leading
postal service brands, enabling them to deliver impeccable digital customer
communications at scale.
At Benevolence Technologies, we help brands across industries secure the future of
their business with holistic experience solutions spanning customer, user, employee,
and operational experiences to deliver delightful business experiences and
maximize growth.
Benevolence Technologies is helping businesses across industries drive
extraordinary growth with our agile Digital Experience (DXP) and Customer
Communication Management (CCM) solutions to enable true digital transformation
through holistic experiences.