Customer Communications Blog

The organization to consumer relationship is a tricky one. It always has been. In recent years, however, there has been a shift in this dynamic. The shift is one towards more open communication between both parties, deeper transparency, and better access to information. As the digital era has progressed, so too has consumers' ability for independent research. On top of that, the microscope is slowly dialing in on the ‘behind the scenes’ action of big corporations. As such, the days of smoke and mirror shows are dwindling quickly in corporate America, and consumer awareness is evolving as well. All of this leads to a new consumer mindset that’s fueled by more than just finding the cheapest deal, although price still plays a major factor as well. A cross channel communication strategy can be designed to help organizations deliver impactful content and engaging messaging to the appropriate audience even in the digital era.

Design is an increasingly important aspect in running and operating organizations. The modern economy is greatly influenced by content and the engagement that it creates with an audience. Oftentimes this engagement isn’t directly related to sales, and rather drives intangible KPIs that drive the bottom line all the same. This era of content generation was only amplified by the sprawling reach of the internet and the emergence of the digital economy. As society transitioned into this new generation of virtual operations, the attention and emphasis that consumers put on the customer experience increased significantly. Keeping all of this in mind, it makes sense that consumers have higher expectations and higher standards for the organizations with which they interact. So, the question for many organizational leaders and decision makers becomes, how to deliver a consistent and high-quality customer experience as a business operating at scale? One solution that’s gained traction in the common market is known as customer journey mapping.

The intersection of various industries is inevitable. One of the most trafficked industry intersections is certainly that where technology meets healthcare. The world of healthcare is undeniably complex and can be extremely difficult to navigate. Not only for the professionals working in the field, but especially for the average everyday person attempting to find help or even just information. Technology has long been integrated into the world of healthcare, and has helped modern western medicine evolve into what it is today. As with many other fields, one of the major shifts in the healthcare industry is where the primary focus lies. Rather than lying with the hospital or the doctors, more and more, the healthcare industry is attempting to cater to the needs of the individual consumers. One way in which this is being approached is through more accessible technology that significantly improves the healthcare customer journey.

2020 has revealed new aspects about the economy and the relationship that businesses form with their clients. One of these revelations, increasingly evident over the last decade or so, is the correlation between the customer experience and key business metrics.

The virtual era has arrived, and it’s in full swing. While the past couple of decades have largely been about making the digital transformation, 2020 has truly seen the biggest push toward this new age of digital operations and virtual communications. As part of this transformation into the remote age and digital society, companies have found that the customer experience is one of the most crucial aspects in growing and sustaining a business.

Over the last few years, many more use cases and workloads have shifted to software as a service (SaaS) solutions. In some cases, business leaders are seeking a tool easier to pay for and use, while IT professionals are calling for more flexible deployment options. Striking the right balance can be difficult.