Customer interactions are becoming increasingly omnichannel and increasingly digital. However, many businesses struggle with creating seamless experiences across different communication channels. Some may overwhelm customers with too much or conflicting messaging and others may be implementing delivery channels that their audience isn't familiar with or accustomed to, which ultimately impacts their perception of your business.
Customer interaction isn't a one-size-fits-all approach. It begins by understanding customer needs and striking a balance to ensure you provide an inclusive and comprehensive approach to different audiences. Su Doyle, Senior Analyst, Forrester discusses how companies are creating more engagement in this highly digital world by creating a balance between print and digital touchpoints and approaching their customer communication strategy from customers' perspective.
Watch the on-demand webinar hosted by Scott Draeger, VP of Customer Experience, Quadient.
