30:07
Enhancing Customer Experiences Through Improved Customer Communications in 2021 and Beyond
-
Video
-
Audio
-
Files
-
Table of contents
-
Video
-
Audio
-
Files
- Description
- Transcript
- Discussion
About the talk
COVID-19 forced organizations to respond quickly, adapt to policies and operations to accommodate the “new normal’, in some cases compressing years’ worth of digital transformation into weeks. But there is still work to be done, particularly in the area of customer communications. Get insights to:
How financial services teams can adapt their approach to communications to meet the new digital demands of customers
Address the need for clear and empathetic communications
Enable the kind of personalization and relevancy that customers today crave
A better customer experience through improved communications
00:00 Into
00:12 Patric Kehoe
01:20 About company
01:25 Impact of Covid
02:00 CX area of focus
02:38 Changes in customer behavior
02:48 Post-Covid reality
04:00 Foreign research
04:37 4 tips to bolster
05:20 Aim for hyper-personalization
06:50 Hyperpersonal
08:36 Optimize the clarity and sentiment of content
09:50 Readability
11:25 Forester’s Customer emotion matrix
12:46 Ensure consistency/uniformity across channels
14:11 Channels & communications
15:05 Ensure consistency
16:10 Typical communications
17:58 Content sharing
19:53 Recap
21:53 Maessagepoint
23:45 Q&A
About speaker
I am a solutions engineer who is passionate about solving problems. I can quickly understand complex business problems and architect innovative, cost effective solutions. My in-depth technical and business background allows me to be equally at ease in talking with developers about bits & bytes and with C-level executives about business value, TCO and time to market. I am an experienced speaker who has presented to audiences of up to 1000 in size in NA, EMEA, APJ.
View the profileIncluded in subscription
Please welcome, Patrick Kehoe Executive Vice President of product management management at message Point. Thank you so much. I appreciate that. And there was a great Round Table discussion that you guys just have to be talking today about how you can improve customer experience based upon the customer Communications. And what we see for a lot of financial services organizations. If those customer Communications is a primary mechanism that they use to reach and talk to their customers and how that content can help support of those
experiences and help tribe, that better customer experience. I'm Patrick Healy the product management team here at message point in true covid fashion. My neighbors have started Roofing their house today and they live about ten feet away from me. So I'm hoping that you won't hear a lot of background noise. If you do, I apologize for that to get started here. Message, point is a content and customer Communications management software that uses a guy and other processes to help create and improve a better personalized. Customer Communications and
experiences across all platforms and channels and we service some of the largest financial services and insurance companies predominantly in North America, but recent expansion in Europe. In Asia, Pacific, What we seeing through this last year, is his covid as really impacted, almost everything that we do, whether it be people that are not coming to route to specific branches, to having to do, all of these types of meetings to resume or webinar. Type experiences. Two people doing more transactions electronically and really less cash
purchases, and then to really see the adoption of mobile and digital experiences. And what we see is a real strong focus on those customer experience, areas of focus, whether it be a problem resolution or service changes, the onboarding activities, the the in-person are transactions that
Buy this talk
Ticket
Subscription “12 month of access to the best conferences on Customers Experience (CX)”
Get a subscription to all content of the Strategy Institute Customer Experience conferences in 2022!
Full access to past conferences and all future events for 12 months for 499$.
Interested in topic “Banking and Finance”?
You might be interested in videos from this event
Similar talks
Buy this video
Conference Cast
With ConferenceCast.tv, you get access to our library of the world's best conference talks.
