Digital Trends for CCM Providers to Boost Growth in 2023 & Beyond-1
A recent report by PEX Network states that by 2022, organizations want to increase customer and employee satisfaction by introducing technology and digital tools into their processes to increase agility and develop long-term strategies.
In a post-pandemic world, digital transformation initiatives have become critical, and the digital relationship journey is the driver of success or failure for businesses. Digital experience is now more important than ever.
The digital communications industry is constantly reinventing its technology offerings to meet changing customer needs and remain relevant. In this blog, we discuss the top digital trends for CCM service providers to maximize profits and drive growth through 2022 and beyond.
1. Personalized Communication
According to Gartner, by 2025, 50% of large organizations will not be able to unify engagement channels, resulting in disjointed and siled CX without context.
As customers embrace digital applications and platforms to engage with businesses, delivering contextual customer experiences along the customer journey has become a key priority to drive customer engagement and loyalty. Personalizing digital experiences has become a strategic business objective to optimize customer interactions at scale.
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Our latest case study highlights how we helped a leading multinational energy and utility company leverage a Quadient-based solution to drive personalized communications across all digital channels and increase customer loyalty.
2. Artificial intelligence and automation
With the pandemic-induced hybrid workforce, businesses are increasingly realizing the benefits of workflow automation that can simplify key business processes and data management across different departments within an organization.
Personalized AI is becoming a major business trend in 2022 and beyond. From intelligent assistants to chatbots, leading companies across industries are using artificial intelligence to personalize customer journeys and digital experiences.
Our success story demonstrates how Bentech helped a leading higher education institution deploy AI-infused conversational chatbots to resolve issues faster and enhance business experiences.
3. Employee Experience
Businesses can make enormous efforts to improve customer experience, but employee experience needs to be considered as part of the overall experience, which can only be achieved by increasing employee engagement and experience levels. Leading enterprises using CCM are striving to elevate the employee experience by deploying scalable digital workplace solutions that facilitate seamless access to data and applications, improve collaboration across departments, and maximize productivity.
The total experience is the sum of customer experience, employee experience, business experience, multi-experience, and user experience and can only be achieved by businesses that remain agile and keep pace with the dynamic technology environment.
With years of experience, Bentech is helping leaders in the CCM industry deploy scalable technology solutions for their strategic business growth. Bentech can provide you with the expertise needed to help you quickly see positive results.
