 | Apply the Human Touch for Less: The Future of Interactive Communication |
| For decades, written communications between companies and customers centred on high-volume, mass-produced documents. Legacy mainframes easily handled the structured output, consistent formatting and batch processing required to generate bills and statements with modest degrees of personalised content.
Certain documents, however, are simply too complex for auto-generation. Claims correspondence, contracts, customer service correspondence and custom proposals, for example, require a human touch-especially as companies look to deliver more relevant customer encounters.
Given the importance of customer experience management, retention and regulatory compliance and with advances in technology, companies can now apply the human touch without sacrificing quality or productivity. This year, look for organisations to improve interactive communications on five fronts: personalisation, speed, control, accuracy and efficiency. |
| | Turning Customer Interaction into Profitable Relationships |
| Effective customer communication boosts customer loyalty, ensures brand and regulatory compliance, reduces environmental impact and helps control a range of costs such as reductions in IT maintenance, printing, call centre operations and postage. However, most organisations take a fragmented approach to managing enterprise customer communications using outdated technologies which are not consistent across the range of media channels that people use today. Quocirca’s report examines how a CCM strategy can transform the impact of customer communications at every customer touch point, controlling cost, driving operational efficiencies and building customer loyalty. |
| | Enterprise Web 2.0 Application Support from IBM |
| IBM® WebSphere® Portal for IBM System z® software provides an efficient way for mainframe users to extend the value of their System z platform to the Web. See how this software can help you develop a Web presence based on your individual needs while unlocking value for your customers and employees. |
