Managing Customer Experiences in Post-COVID World Rotary Dials technology as simple as Rotary dials inspired Customer Experience designs back in the post-World War I years. With the introduction of rotary dials in bell telephones for commercial use after they had been successful in serving the frontlines; the customer no longer needed operators to switch their
Author: FCI-CCM
The rising expectations of customers and technological advancements have changed the way in which interactions take place. Customers today are demanding more convenient, simplified, transparent and personalized communications. Successful organizations have understood the importance of investing in customer experience as it tends to be the crucial driver in delivering great business outcomes. Gradually, organizations have
It is impossible to avoid “The Cloud” and for good reason too. Accessing information, services and storage at low costs, improving upon workflow and flexibility and making the business perform better can happen much easily than ever before. Due to such advantages, more than half of US based businesses, use cloud computing. Moreover, there are
In today’s era of incessant digital transformation, customer communications are no longer about offering just a print and an electronic copy of the same document. Organizations need to swiftly adopt modern communication landscapes and implement cutting edge Customer Communication Management (CCM) systems that can support efficient and centralized processes for all delivery channels. Companies using
Utility bills are one of the most challenging customer facing documents, as customers receive these bills post usage, and the due amount can change considerably from one month to the next. The billing experience is a crucial part of the customer life-cycle and a major influencer of customer satisfaction. When customers see unexpectedly high bills