Dear creditors, it’s time to embrace the digital age
Accurate payment information and respectful customer service key By Kevin Deveau Delinquent payments are bad news to all parties. For the organization they mean interrupted cash flow and difficult reconciliation processes. For the consumer they mean hits to credit scores and often becoming inundated with notifications and reminders. Without a …
Sunny forecast for cloud-based contact centres
Scalability, omni-channel support and personalization drive adoption By Olivier Jouve On-premises contact centre solutions have long been a staple of customer engagement platforms. However, as companies look for innovative ways to transform operations, many see migration to the cloud as the approach of the future. Contact centres struggle with legacy …
The digital revolution in customer care – are you ready?
By Seema Rao Customer care is undergoing a digital revolution. Customers are demanding more ways to engage with organizations. They are demanding faster, more accurate service and they want seamless, connected journeys. 79%1 of consumers say they are more loyal to organizations that are easy and simple to contact, yet …
How CX innovation fuels Moneris’s growth
By Mike Aoki What does it take to stay ahead of the competition for one of Canada’s leading payment processors? “Make Customer Experience (CX) a priority,” says Marc Hollenberg, Vice President, Customer Experience, Moneris Solutions. Moreover, all Moneris employees have a stake in ensuring customers receive the best and the …
Leading marketing automation developments
Affordability, improved experience and features enable companies to utilize MA By Irek Klimczak According to the Email Marketing & Marketing Automation Excellence 2017 report, sponsored by GetResponse, budget, data quality and knowledge (e.g. on how to develop a strategy, use the available tools or create relevant content) were the top …
How best to leverage mobile marketing trends
Customers are mobile and digital. So should marketing. Here’s how By Geoff Linton and Ryan Antooa According to Forrester Research, digital marketing spending in the U.S. will surpass $118 billion in 2018. Four of the top vehicles: paid search, display, on-line and email are growing between 8% – 18% compound …
Harness the power of mobile analytics
Mobile data helps address your key business challenges By Paul Tyndall What would you do if you knew where your customers come from, where they go after they leave your store, or when your best customers tend to visit your location? You might say your loyalty program already tells you …
Put CX leaders in the business driver’s seat
BY PAUL HAGEN AND DIANE MAGERS Today’s enterprises have two choices: Evolve their customer experience (CX) or get left behind. To grasp the depth of the problem, look no further than the retail sector. Last year, roughly 7,000 brick-and-mortar stores closed up shop, according to a report by FGRT, cited …
The future of fundraising is digital
Digital marketing for nonprofits requires message, audience and context focus BY KIM ARSENAULT There is one crucial factor that determines your donor retention rates and engagement when trying to scale success as a non-profit and that is communication. If we look to the future of fundraising, there are many changes …
CMA: How charities can leverage their advantages and methods
Canadian Not-for-Profits (NFPs) are facing growing demands for their services. These organizations are always looking for more support, but with an increasingly informed donor-base, NFPs need to utilize all of the resources at their disposal and change the way they appeal to Canadians to achieve their goals. Engaging effectively through …