1) The document discusses how email can help bridge the digital gap in customer communications management (CCM) strategies by addressing trends and challenges.
2) It provides an example of how National Grid doubled their paper turn-off rate and reduced bill delivery costs by 70% by leveraging email delivery of bills and opting new customers into eBill by default.
3) The key recommendation is that email should be viewed as a critical channel in CCM strategies. Designing communications for email delivery, tracking results, and adapting strategies based on customer behavior insights gleaned from email analytics can help drive costs savings, improve customer experiences, and close the digital adoption gap.
User Journey for the Digital Customer ExperienceHCL Technologies
Digitalization has impacted the user journeys which were relatively linear until now. With the amount of digitalization adoption through mobility social and analytics and cloud, companies have managed to alter not only the buying patterns for the customers, but also the user journeys. User journeys have been impacted in 4 ways. One, the customer service has moved beyond the company. Customers access resources present online to troubleshoot their problems. Peer to Peer service networks are accelerating the customer service moving beyond the company. Customers today are able to pay for what they use by selecting specific services enabled by companies. Companies are also able to target customer segments better with information about their wants.
Cisco webinar serving the connected customergarycoville
This is a presentation delivered by Cisco and eGain in January 2015 focused on how to deliver the Total Customer Experience through an omni-channel solution
Peaks in traffic and demand should never compromise Customer Experience, see how Eggplant can help you plan for peak demand periods to prevent disgruntled customers and abandoned baskets.
Why focus on the customer journey? Because today's digital consumer is engaged and empowered, owns four devices and consumes 60 hours of digital content per week. The majority of this customer engagement happens during a journey.
The difficult task for maketers is to understand how customers interact with their brand and this requires seeing their entire journey and connecting the dots.
IBM is providing solutions to meet these challenges and fully understand the customer journey with Journey Analytics.
Take a look!
User Journey for the Digital Customer ExperienceHCL Technologies
Digitalization has impacted the user journeys which were relatively linear until now. With the amount of digitalization adoption through mobility social and analytics and cloud, companies have managed to alter not only the buying patterns for the customers, but also the user journeys. User journeys have been impacted in 4 ways. One, the customer service has moved beyond the company. Customers access resources present online to troubleshoot their problems. Peer to Peer service networks are accelerating the customer service moving beyond the company. Customers today are able to pay for what they use by selecting specific services enabled by companies. Companies are also able to target customer segments better with information about their wants.
Cisco webinar serving the connected customergarycoville
This is a presentation delivered by Cisco and eGain in January 2015 focused on how to deliver the Total Customer Experience through an omni-channel solution
Peaks in traffic and demand should never compromise Customer Experience, see how Eggplant can help you plan for peak demand periods to prevent disgruntled customers and abandoned baskets.
Why focus on the customer journey? Because today's digital consumer is engaged and empowered, owns four devices and consumes 60 hours of digital content per week. The majority of this customer engagement happens during a journey.
The difficult task for maketers is to understand how customers interact with their brand and this requires seeing their entire journey and connecting the dots.
IBM is providing solutions to meet these challenges and fully understand the customer journey with Journey Analytics.
Take a look!
Successful retention does not happen by chance. This report outlines 5 communication strategies that your association can adopt to become a retention powerhouse.
Email to Cross-Channel: Delivering the Ultimate Personalized Customer ExperienceTinuiti
To succeed in today’s privacy-first environment, you need a sophisticated email marketing strategy that’s supported with the right martech stack. In this summit, you hear from CRM, email, and technology experts to help you build a winning email marketing strategy that’s created around your first-party data.
Transforming Customer Engagements In A Digital World:
An executive briefing on the shifting communications paradigm and the benefits of a comprehensive customer communications management strategy
How do we communicate with consumers in a constantly changing digital world?
Consumers are more connected today than ever before—and they expect the companies they do business with to keep up.
First-Class mail volume in the U.S. has dropped 25% since its peak in 2006, according to USPS reporting in 2012. One of the drivers for this decline is a shift to digital communications by consumers. As consumers change the way they communicate socially, they will expect companies they do business with to enable these communications channels as well. The challenge for businesses is that there is a complexity to digital channels that does not exist with traditional printed and mailed communications. If not properly addressed, businesses could suffer from inefficiencies that lead to low customer
satisfaction; however, when properly addressed, digital channels can significantly enhance customer relationships.
This paper provides objective insight that encourages businesses to rethink their communications strategy with regard to optimizing customer engagement in a digital world.
Transforming Customer Engagements in a Digital WorldBroadridge
Financial services companies must adapt to new communications channels as customers are more connected than ever and expect companies they do business with to cater to their preferences. Businesses must move beyond focusing on marketing channels as silos and now consider how channels and devices need to connect across the full customer experience.
How Email is Revolutionising Performance Marketing - Mark Ash, TeradataPerformanceIN
Email has long been accepted as one of the most powerful and cost effective digital channels available. However, the emergence of disruptive technologies and programmatic buying as well as the increased drive towards an omni-channel marketing strategy has massively enhanced the role that email plays in the marketing ecosystem.
Mark Ash discusses why email is the key to a data-driven marketing strategy that is revolutionising performance marketing.
Successful retention does not happen by chance. This report outlines 5 communication strategies that your association can adopt to become a retention powerhouse.
Email to Cross-Channel: Delivering the Ultimate Personalized Customer ExperienceTinuiti
To succeed in today’s privacy-first environment, you need a sophisticated email marketing strategy that’s supported with the right martech stack. In this summit, you hear from CRM, email, and technology experts to help you build a winning email marketing strategy that’s created around your first-party data.
Transforming Customer Engagements In A Digital World:
An executive briefing on the shifting communications paradigm and the benefits of a comprehensive customer communications management strategy
How do we communicate with consumers in a constantly changing digital world?
Consumers are more connected today than ever before—and they expect the companies they do business with to keep up.
First-Class mail volume in the U.S. has dropped 25% since its peak in 2006, according to USPS reporting in 2012. One of the drivers for this decline is a shift to digital communications by consumers. As consumers change the way they communicate socially, they will expect companies they do business with to enable these communications channels as well. The challenge for businesses is that there is a complexity to digital channels that does not exist with traditional printed and mailed communications. If not properly addressed, businesses could suffer from inefficiencies that lead to low customer
satisfaction; however, when properly addressed, digital channels can significantly enhance customer relationships.
This paper provides objective insight that encourages businesses to rethink their communications strategy with regard to optimizing customer engagement in a digital world.
Transforming Customer Engagements in a Digital WorldBroadridge
Financial services companies must adapt to new communications channels as customers are more connected than ever and expect companies they do business with to cater to their preferences. Businesses must move beyond focusing on marketing channels as silos and now consider how channels and devices need to connect across the full customer experience.
How Email is Revolutionising Performance Marketing - Mark Ash, TeradataPerformanceIN
Email has long been accepted as one of the most powerful and cost effective digital channels available. However, the emergence of disruptive technologies and programmatic buying as well as the increased drive towards an omni-channel marketing strategy has massively enhanced the role that email plays in the marketing ecosystem.
Mark Ash discusses why email is the key to a data-driven marketing strategy that is revolutionising performance marketing.
Grote organisaties worden in toenemende mate geconfronteerd met nieuwe communicatiekanalen die hun klanten willen gebruiken: naast de traditionele post ook e-mail, Twitter, myURL, etc. Het is essentieel voor de klanttevredenheid om op deze trend in te spelen. Dit staat echter op gespannen voet met het streven naar standaardisatie en efficiency dat de interne organisatie heeft. Customer Communications Management (CCM) oplossingen kunnen helpen om organisaties klantgericht te houden en tegelijkertijd efficiënt te werken.
In deze presentatie worden enkele internationale onderzoeken op dit gebied behandeld die aantonen wat o.a. de voordelen van CCM zijn.
PostNL presenteerde haar visie op de materie en verteld over het systeem dat zij momenteel ontwikkelen om hun klanten te helpen met hun multichannel communicatie.
Wilt u meer weten? Neem contact op met Canon Nederland.
Tel. 073-6815815
Code Red for CODE-P: What’s a Customer Omnichannel Digital Experience Platfor...Precisely
As customer communications management (CCM) continues to evolve to a more customer experience management (CXM) focus for companies at a rapid pace, we are seeing a new category emerge in the market. CODE-P’s, or Customer Omnichannel Digital Experience Platforms, enable organizations to offer a holistic approach to managing all customer communications – transactional, servicing and marketing – while simultaneously creating a more seamless and cohesive end-customer experience. The impact of this shift is significant – 63% of bank customers for example, say they would switch banks if communications don’t meet expectations. But if you’re trying to combine legacy systems it’s not an easy task, as fragmented systems were not designed to evolve together leaving you at risk for significant customer attrition.
With the recent announcement of the acquisition of CEDAR CX by Precisely, this new CODE-P category is taking shape, combining the expertise of hosted managed service platforms with legacy CCM service providers. And Aspire believes this cloud-based solution will help companies further fast-track changes and innovation in regulated communications. Join this Aspire-hosted webinar to hear from experts Kaspar Roos, founder & CEO of Aspire; Greg Van den Heuvel, EVP & GM of Precisely; and Richard Bishop, Sales EVP of Precisely, on the future of this space and the impact customer communications can make on the success of your CX.
Quality of Experience in a Digital World: A CSP Action Plan for Millennials a...Cognizant
Customers of communications service providers want easier to use digital channels, proactive and personalized offerings, and the ability to bring connected technologies to life, our latest research reveals.
InfoCision Chief of Staff Steve Brubaker shared this presentation about data analytics and business intelligence during a session at the 2010 ATA Convention & Expo.
Similar to Xploration 2016: The Missing Link: Email and Your CCM Strategy (20)
Striata & City of Tallahassee: CS Week Conference: Payments Easy as One, Two,...Striata
Striata's Elizabeth Stephen presented alongside the City of Tallahassee's Mike Beener at last week's CS Week Conference in Phoneix, Arizona. This is the largest conference dedicated to utility professionals in customer service. City of Tallahassee shared their success with the One Click payment solution that Striata along with partner Western Union, implemented. As a result, City of Tallahassee saw 46% of one click payments within 5 days.
Striata Mobile Loyalty Programme Summit 2016Striata
What is Customer Loyalty? What are the aspects of great loyalty programmes? How can the Power of Email assist? Find out more on myths busted and insightful stats in the email space along with Customer Lifecycle Communication Processes. By Ross Sibbald
Webinar: How to mobilize your billing strategies for faster paymentStriata
Expert speakers, Scott Johnson (Chartwell), Michele Karrlsson-Willis (Striata) and Mike Beener (City of Tallahassee) give valuable insight into billing and payment options for the mobile landscape. https://go.striata.com/xMH0U
We were going to give you some more great eMarketing tips and hints, however, in this issue of the eMarketing Insight we decided to share our PASSION for email and email marketing with you instead…
"How many times have you seen people getting on and off of a bus or train while they are reading something on their phone? This could well be an important email that they are trying to finish reading before their next interruption or even during their next interruption." by James Cacchioni
Get you technical setup right
Consider the advantages of 3rd party tools
Develop a welcome program
Structure the perfect email
Test test test
Take action with bounced email addresses
Monitor and Setup quality reporting
Plan each campaign carefully
Check your From and ReplyTo email addresses
Start and maintain a clean and valid database
Test and track all links
Run email compatibility and spam tests
Make sure every email is mobile friendly
Use images wisely
Write strong, clear call to actions
Write for the scan reader
Write engaging subject lines and preheaders
Make it easy to unsubscribe
Safe Senders
Test test test
Mandi Zimmerman, Division Manager for Consumer Information Services explains how Inter Mountain Rural Electric Association (IREA) uses Striata 'Push' eBilling to provide consumer convenience and security.
Our passion for email marketing means we are always ready to change, adjust, edit and consult to ensure all our client's email communications are relevant, responsive and provide an impressive ROI. Flexibility is key!
Monthly Social Media News Update May 2024Andy Lambert
TL;DR. These are the three themes that stood out to us over the course of last month.
1️⃣ Social media is becoming increasingly significant for brand discovery. Marketers are now understanding the impact of social and budgets are shifting accordingly.
2️⃣ Instagram’s new algorithm and latest guidance will help us maintain organic growth. Instagram continues to evolve, but Reels remains the most crucial tool for growth.
3️⃣ Collaboration will help us unlock growth. Who we work with will define how fast we grow. Meta continues to evolve their Creator Marketplace and now TikTok are beginning to push ‘collabs’ more too.
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
Come learn how YOU can Animate and Illuminate the World with Generative AI's Explosive Power. Come sit in the driver's seat and learn to harness this great technology.
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
Key Takeaways:
Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
Core Web Vitals SEO Workshop - improve your performance [pdf]Peter Mead
Core Web Vitals to improve your website performance for better SEO results with CWV.
CWV Topics include:
- Understanding the latest Core Web Vitals including the significance of LCP, INP and CLS + their impact on SEO
- Optimisation techniques from our experts on how to improve your CWV on platforms like WordPress and WP Engine
- The impact of user experience and SEO
Digital marketing is the art and science of promoting products or services using digital channels to reach and engage with potential customers. It encompasses a wide range of online tactics and strategies aimed at increasing brand visibility, driving website traffic, generating leads, and ultimately, converting those leads into customers.
https://nidmindia.com/
SEO as the Backbone of Digital MarketingFelipe Bazon
In this talk Felipe Bazon will share how him and his team at Hedgehog Digital share our journey of making C-Levels alike, specially CMOS realize that SEO is the backbone of digital marketing by showing how SEO can contribute to brand awareness, reputation and authority and above all how to use SEO to create more robust global marketing strategies.
For too many years marketing and sales have operated in silos...while in some forward thinking companies, the two organizations work together to drive new opportunity development and revenue. This session will explore the lessons learned in that beautiful dance that can occur when marketing and sales work together...to drive new opportunity development, account expansion and customer satisfaction.
No, this is not a conversation about MQLs and SQLs. Instead we will focus on a framework that allows the two organizations to drive company success together.
Financial curveballs sent many American families reeling in 2023. Household budgets were squeezed by rising interest rates, surging prices on everyday goods, and a stagnating housing market. Consumers were feeling strapped. That sentiment, however, appears to be waning. The question is, to what extent?
To take the pulse of consumers’ feelings about their financial well-being ahead of a highly anticipated election, ThinkNow conducted a nationally representative quantitative survey. The survey highlights consumers’ hopes and anxieties as we move into 2024. Let's unpack the key findings to gain insights about where we stand.
Unleash the power of UK SEO with Brand Highlighters! Our guide delves into the unique search landscape of Britain, equipping you with targeted strategies to dominate UK search engine results. Discover local SEO tactics, keyword magic for UK audiences, and mobile optimization secrets. Get your website seen by the right people and propel your brand to the top of UK searches.
To learn more: https://brandhighlighters.co.uk/blog/top-seo-agencies-uk/
Digital Commerce Lecture for Advanced Digital & Social Media Strategy at UCLA...Valters Lauzums
E-commerce in 2024 is characterized by a dynamic blend of opportunities and significant challenges. Supply chain disruptions and inventory shortages are critical issues, leading to increased shipping delays and rising costs, which impact timely delivery and squeeze profit margins. Efficient logistics management is essential, yet it is often hampered by these external factors. Payment processing, while needing to ensure security and user convenience, grapples with preventing fraud and integrating diverse payment methods, adding another layer of complexity. Furthermore, fulfillment operations require a streamlined approach to handle volume spikes and maintain accuracy in order picking, packing, and shipping, all while meeting customers' heightened expectations for faster delivery times.
Amid these operational challenges, customer data has emerged as an important strategy. By focusing on personalization and enhancing customer experience from historical behavior, businesses can deliver improved website and brand experienced, better product recommendations, optimal promotions, and content to meet individual preferences. Better data analytics can also help in effectively creating marketing campaigns, improving customer retention, and driving product development and inventory management.
Innovative formats such as social commerce and live shopping are beginning to impact the digital commerce landscape, offering new ways to engage with customers and drive sales, and may provide opportunity for brands that have been priced out or seen a downturn with post-pandemic shopping behavior. Social commerce integrates shopping experiences directly into social media platforms, tapping into the massive user bases of these networks to increase reach and engagement. Live shopping, on the other hand, combines entertainment and real-time interaction, providing a dynamic platform for showcasing products and encouraging immediate purchases. These innovations not only enhance customer engagement but also provide valuable data for businesses to refine their strategies and deliver superior shopping experiences.
The e-commerce sector is evolving rapidly, and businesses that effectively manage operational challenges and implement innovative strategies are best positioned for long-term success.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
AI-Powered Personalization: Principles, Use Cases, and Its Impact on CROVWO
In today’s era of AI, personalization is more than just a trend—it’s a fundamental strategy that unlocks numerous opportunities.
When done effectively, personalization builds trust, loyalty, and satisfaction among your users—key factors for business success. However, relying solely on AI capabilities isn’t enough. You need to anchor your approach in solid principles, understand your users’ context, and master the art of persuasion.
Join us as Sarjak Patel and Naitry Saggu from 3rd Eye Consulting unveil a transformative framework. This approach seamlessly integrates your unique context, consumer insights, and conversion goals, paving the way for unparalleled success in personalization.
5 big bets to drive growth in 2024 without one additional marketing dollar AND how to adapt to the biggest shifting eCommerce trend- AI.
1) Romance Your Customers - Retention
2) ‘Alternative’ Lead Gen - Advocacy
3) The Beautiful Basics - Conversion Rate Optimization
4) Land that Bottom Line - Profitability
5) Roll the Dice - New Business Models
Digital Money Maker Club – von Gunnar Kessler digital.focsh890
Title One is a comprehensive examination of the impact of digital technologies on
modern society. In a world where technology continues to advance rapidly, this article delves into the nuances and complexities of the digital age, exploring Its implications across various sectors and aspects of life.
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos.
So is there science behind what makes people absolutely irresistible on camera?
The answer: definitely yes.
In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.
2. A better customer experience through
interactive communications
The Digital Challenges in CCM
2
Delivery
Retrieval
Creation
Storage
3. 3
Online
Self-Serve
Typically 10 - 15% of
customer base will
be paper free
Traditional
Paper
Document
Typically 15 - 25%
of customer base
60 – 75% digital
opportunity gap
Connected customers who are not yet
digital, but are demanding more
document delivery choice than
current offering
The Digital Gap
3
4. HOW DO WE CROSS THE DIGITAL
GAP; WHAT IS THE MISSING LINK?
4
5. • Always consider the customer
– Who they are and how to reach them?
– What their preferences are?
– What is the optimal experience?
• Right document, right channel, right time
Crossing the Gap to CCM Success
5
7. 7
Online
Self-Serve
Pull customer to
website, proactive
action required, links
to self service
Traditional
Paper
Document
Delivered, payment
reminder, consistent
Secure Email
Attachment
Delivered, reminder,
consistent, links to self
service
The Digital CCM Gap
7
Email and Online can be used on mobile devices
9. Email Addresses the Trends and Challenges
9
1. Businesses need to revise
communications to align with the
customer journey
2. Interactive documents drive
electronic adoption
3. Mobile bill payment is exploding
4. Drive interaction with marketing
clouds and real-time engagement
management.
5. Slowly bridge the digital divide, led
by innovative leaders.Forrester Research – March 2015
12. 12
Email gets Recognized
12
2015 was the first year that
Gartner included email
centric providers in the CCM
Magic Quadrant.
Source: Gartner, Inc. Magic Quadrant for Customer Communications Management Software, 2015, Karen M. Shegda, Kenneth Chin,
Pete Basiliere, December 21, 2015
14. Email as a Channel
14
Design Compose Deliver Analyze
• Design for the
optimal
customer
experience
• Design for
viewing on all
devices,
desktop,
mobile,
wearables
• Communicate
content
consistently
across channels
• Add interactivity
without
changing
recognizable
elements
• Insert your
message
directly into the
customer’s daily
routine
• Deliver the
document to
the customer’s
inbox
• Track delivery
rates
• Track and
report
customer
behavior
• Review trends
over time
• Adapt strategy
according to
customer
behavioral
insights
16. • International electricity and gas company based in the
northeastern United States and the United Kingdom.
• Connects millions of people safely, reliably and
efficiently to the energy they use.
• Value is in having a multi-channel approach to improve
the customer experience.
National Grid Case Study
16
18. Need
• Reduction of
printing costs
• Paper turn off
rate needed to
increase
• Enhanced
customer
experience
Challenges
• Invested in
portal solution
that resulted
in only 12%
adoption
• Customers
were paying
electronically
but not turning
off paper
• Growing
mobile
audience
Solution
• Rolled over all
portal
customers for
enhanced
customer
experience
• New
customers
were opted in
to receive the
eBill
• Email reaches
mobile and
desktop
Results
• Doubled
paper turn off
in 3 years
• Reduced bill
delivery costs
by 70%
• Migrated 99%
of portal
users, less
than 1% opt
out rate
• 53% mobile
read rate
National Grid Case Study
18
20. • Customers are speaking out
• Opti-channel is key
• Email is the missing link
– Email drives trends in CCM, cost savings and
improves the interactive customer experience
– Design for email, track results,
adapt accordingly
Putting It All Together
20
21. A holistic approach is a successful
one – all links make for a strong
CCM chain
Putting It All Together
21