Customer Communications Blog

The fastest growing demographic in the world is the digital mindset demographic. This is in part because everyone born in the last two-decades now, has grown up in a technologically integrated society. In other words, these are digital natives who grew up with the internet and smart-technology. It’s difficult, then, for these consumers to understand or fathom a world existing without those conveniences provided by advanced technology. Having these aspects readily available fundamentally changes the way in which we approach a problem, the way we communicate, and the way that we build our communities. Looking at the psychological impact of technology on consumer segments helps businesses understand the motives and interests of the people they are trying to reach. This also helps organizations build stronger levels of customer service and better communication strategies that include features such as on-demand communication.

The intersection of business and technology is an ever-evolving, constantly changing one. This makes it both fascinating, and extremely fast-paced. While the limits of business-tech are really just being tested, there are often new innovations emerging from the sea each and every year. The ability to experiment, test, and try again are invaluable in creating optimized paths forward. This often means that old systems and accepted best practices are challenged to see if there isn’t a better option or solution. While in some instances the new innovation is clearly the better way forward, this isn’t always the case. Many other times, whether one way is better than the other is a debate that presses on for years to follow. This could very well be the case when it comes to composable DXPs.

The past two years have marked an unprecedented acceleration into the digital era. While the transformation into a digital era has been coming and expected for decades, this specific acceleration was a direct result of the impact of the COVID-19 pandemic. With most businesses shifting to a digital and remote operation model nearly overnight, and many other workers leaving their employees to pursue their own ventures, the economy was launched into a digital space in the blink of an eye. Communication has always been a fundamental aspect of building customer relationships. However, in the past, there has nearly always been an aspect of face-to-face communication between businesses and their customers. In a digital economy, this is hardly the case. Yet, even without any face-to-face interactions, communication remains a top priority for both businesses and customers. This is why finding solutions for digital communications, real-time communication, is so vital.

Over the course of the last year and a half our society was thrust into a massive acceleration into the digital frontier. While the digitalization wave started decades ago, as did the development of InsureTech, it’s only recently that our society, and our economy, has been almost entirely engulfed into a virtual experience. This was strongly influenced by the global COVID-19 pandemic, which greatly contributed to the growth of the work-from-home atmosphere, as well as the necessity of certain industries transforming into virtual copies of themselves.

A little while ago I wrote an article titled How Cloudy is Your CCM?, where I cautioned that not all “cloud” deployments of customer communication management (CCM) software are the same. Some CCM vendors define that term very loosely.

In 2020, the COVID-19 pandemic accelerated many companies’ digital transformation initiatives. Whether it was healthcare providers prioritizing the evolution of telehealth or insurers increasing the adoption of digital channels, the business world has seen a greater reliance on digital communications to create a unique and user-friendly customer experience.