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Enhancing Customer Experiences Through Improved Customer Communications in 2021 and Beyond

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Patrick Kehoe
Executive Vice President, Product Management at Messagepoint (formally Prinova)
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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

Patrick Kehoe
Executive Vice President, Product Management at Messagepoint (formally Prinova)

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.

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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

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February 10 - 11, 2021
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