Customer Communications Blog

Automated technology has been a staple in our society for some time now. The earliest forms of automation came to us in the form of ideations from inventors and scientists as old as Da Vinci. However, it was closer to the 1800’s, during the rise of the industrial revolution that any true form of automation was introduced into the world of business. Even at this point, the automated technology was mostly utilized in the context of manufacturing, production, and operation. Even in this limited capacity, however, automated technology made a big splash. Fast forwarding, innovators and inventors alike have improved upon the foundation of automated technology that was laid out for them by historic pioneers, and discovered new applications for the technology. One of the first iterations of automation in business outside of manufacturing or operations was in telecommunications. We’re all familiar with the robot-calls that can still spam our smartphones today. While the technology may seem quite a bit more advanced, some old habits die hard. Even this is a relatively novice application for the level of sophistication that today’s automated technology can achieve. From cold-calling robots and automated emails, to entire chat-based applications, and document creation; automated technology offers a whole array of applications. Intelligent communication as it’s utilized today, is a major part of business operations across all industries.

Communication is an underlying aspect of each and every relationship that exists. This truth extends beyond the confines of humanity and even applies to plants and other lifeforms and ecosystems. Communication is not only a natural part of our lives, it is fundamental to creating and maintaining strong relationships both personally and professionally. Business communications can take many shapes and forms. From business to business communications, to colleague-to-colleague communications, and of course business-to-consumer communications as well. No matter how the dice are thrown, communication is at the heart of every functioning relationship. Not only this but the level of access that the average consumer enjoys today puts an even stronger emphasis on the value and importance of quality communications. Especially in a business context. This is why there is so much value in personalized communications.

The marketplace is one of constant change and flux. The economy today is wildly different than it was even 30 years ago. There is a wide range of factors that have played part in shaping the modern market into its current form. One of the most significant of these factors that has molded the modern economy is technology. This may seem like a bit of a no-brainer, but technology drastically changed the way that businesses and organizations operate all around the globe. The introduction of the internet over 20 years ago was certainly a generational break-through, and may even prove to be one of the most important technological advances in all of human history. The reason the internet has proven so impactful is due to its widespread capability and the many innovations that it has stemmed. In other words, the internet was a building block and things like smart-phones and mobile-apps are various tools the internet has made possible. Understanding the current marketplace takes some knowledge of how it’s evolved to this state, which informs how and why many consumer segments think and act the way they do. The customer experience has never been weightless, however, in recent years, the emphasis on customer experience has increased rapidly. In turn, this means that organizations and businesses are dedicating more energy, resources, and more time to cultivating a positive customer experience they can deliver time and time again. In other words, organizations are putting more into developing customer experience strategy than ever before.

The customer experience is one of the most important aspects of an organization. In some cases, the customer experience is even more important than the products being offered. This is especially the case in any service industry in which the customer experience essentially is the product. The sweeping acceleration into the digital era also plays a hand in this, bringing more levels of access to more people all across the nation and the globe. This, in turn, created an economic landscape in which customers not only had instant access to a library of information on organizations, it also spurred an uptick in market-saturation. In other words, there were more options for customers to explore in the instance they were dissatisfied with any of the organizations they patronized regularly. Between these factors and a consumer population that was already raising their expectations for what constituted responsible business operations and practices, the customer experience became a dense point of emphasis for organizations of all kinds.

The digital mindset is the overarching mindset of most modern day consumers. The growing demographics all across market segments are digital natives. People born in the era of smart-tech, laptop computers, and social media. Technology feels innate to this demographic because in a way, it is. Digital natives never experience a day of their life without technological integration, unless they specifically seek out solace on their own time. From the day they’re born, parents are snapping pictures with their smartphones, and maybe even playing infant developmental games with them on their tablet. Introduction to technology for digital natives happens at such a young age that it truly is a part of their development. This influences not only how they think and behave, but also how they purchase and interact with businesses and organizations as well. In addition to influencing these behavioral patterns in modern day consumers, the current digital landscape also created a massive network of various communication channels. In other words, there are more ways than ever for consumers to contact, interact, and engage with organizations all around the world. Managing this level of inbound and outbound messaging can become extremely overwhelming, but not with the help of client communication software.

While the population is at an all-time high, and will continue growing for the foreseeable future, thanks to technology, the world feels much smaller than it used to. Where it once would have been totally incomprehensible to instantly communicate with someone literally on the other side of the planet, it’s now as easy as hitting a ‘send’ button, or a call-button, if you prefer. The economy, too, experienced a similar phenomenon, as now cross-international business takes place each and every day. Some would go so far to say that there is no such thing as a domestic economy at all anymore. This has to do with the way that the supply chain is so interconnected and how many businesses rely on others to operate smoothly. Despite the intricacies of the global marketplace, this offers an opportunity to new and budding businesses. With the global economy more accessible than really ever before, start-up companies and mid-size organizations can look to greater heights and realistically set their sights on international growth. With this type of scalability, it only makes sense to implement and utilize a customer communication management software, or CCM software.