Insurance policies come with more than a file’s worth of important documentation and pertinent information. Luckily, as a policy holder, you aren’t necessarily inclined to know each and every detail about the policies, that is, afterall, why you have an agent. However, it’s incredibly vital for insurance agencies and organizations to not only keep detailed records of the policies distributed, but to also create a smooth and simplified process that prioritizes the customer experience. One way to do this is through implementing a sophisticated CCM that’s capable of automating processes like issuing certificates of insurance.

The pandemic has prompted several transformations in the customer communications management market (CCM), and CCM is rising in importance. For organizations to improve their digital customer experience (CX) capabilities, company leaders must understand the prevailing CCM digital customer experience trends, and adjust their business strategies to complement what they consider to be the most relevant ones, that will support and grow their business market share.

What comes to mind when you hear the word “automatic”?

The digital experience (DX) stack, which encompasses the entire digital experience framework, has become the cornerstone of how businesses communicate with their customers. So what is the place of customer communications management (CCM) in the DX platform market in 2021?

To create personalized customer communications, companies must consider how to use acquired client data—demographic information including address, name, and relationship information—to design personalized communications. This information garnered through the relationship may include such data points as reasons for clients contacting firms, products sold by companies, or any other client-related information.

In today's economic climate, organizations are vigilant in controlling and minimizing all costs related to managing customer communications. Most importantly, though, the pursuit of these savings should not come at the expense of preserving and enhancing the customer experience.