THE CHANGING LANDSCAPE OF CUSTOMER COMMUNICATIONS
THE ULTIMATE CHECKLIST BY JAMES WATSON, JR., PHD, AND TOM ROBERTS
here are many changes in the customer communications marketplace today. As a result, many are left with some big questions: What trends will affect organizations most significantly? What are the capabilities that will have an impact on customer communications, and how will they change the way you communicate with your customers? What are the prerequisites for putting these capabilities in place, and what should you be doing to improve the customer experience? As a preview of this year’s DOCUMENT Strategy Forum, let’s look at the most significant changes, which we break down into a couple of areas, including user experience and expectations, content strategy, diversity support, and deployment options.