Businesses that create exceptional customer experience (CX) can gain an advantage over their competitors. They recognize that communications are critical to establishing and maintaining customer relationships and that personalizing the delivery of customer communications is essential to the success of their CX strategy. Consumers expect a seamless, consistent experience across the various channels and devices used to interact with a marketing or transactional communication. In the mobile-first world in which we work and live, businesses need to ensure that all customer communications are constructed and delivered in a mobile-ready format, that responds to the device being used.
For years, decades really, legacy solutions have dominated the document storage and retrieval arena for customer communications management (CCM) documents. Although domination of this niche market seems to be changing, I think it’s important to fully understand what CCM means in this context.
When service providers look at their workflows, or consider implementing a modified or completely new workflow, many factors come into play. Automation is of course the ultimate goal. Increasing throughput, decreasing the number of labor-intensive human “touches”, and making it easier to handle exceptions are just a few of the many benefits that come from automation.
One of the biggest headaches experienced by printers today is managing the increasing number of small jobs. Companies that invested in equipment and software optimized for high volume production are seeing their operations become less efficient as they try to juggle the processing characteristics of multiple jobs that have shrunk in volume.
If you work in the field of accessibility you will inevitably find yourself needing to refer to various disabilities, or to the people who have them. Politically correct language is not new, yet there is still a lot of confusion as to which terms are acceptable and which are not. And as if this were not enough, there are a host of clichés and idiomatic expressions that make mention – usually with negative connotations – of people with disabilities. So how do you discuss things like assistive technology and accessible documents while navigating what might feel like a linguistic minefield?
Job Onboarding. Those two words typically induce groans and frustrated grimaces amongst print operations managers. Even with all the workflow automation solutions available to streamline processes and reduce manual intervention, job onboarding remains one of the top workflow bottlenecks that impacts your profitability and your opportunities to win new clients and contracts. The easy answer to resolve this may be to add additional resources.
As businesses and organizations move more of their customer interactions online, web accessibility is now reaching the top of the enterprise priority list in Europe. Ensuring equal access for disabled users to websites and other important customer communications, is being driven not only by recent changes in EU legislation, but also by the size and strength of the market itself – some $6 trillion of disabled spending power globally. In Europe, 30 million people currently live with blindness or a visual impairment and approximately 80 million with a disability. With these figures set to triple by 2050 and new EU Accessibility legislation taking effect in the coming months, businesses that have a comprehensive digital accessibility strategy in place will be sure to see the greatest success.
As a Print Service Provider keeping the data that you process secure, on behalf of your customers, has always been top of your priority list. With a customer base consisting of banks, insurance companies, utilities and telcos, the documents that you print and mail often contain sensitive and confidential information – and data breaches containing data of this nature have never been good for business.
Regulations are driving the accessibility market and unless corporations are ready to pay high fines, it is crucial for businesses to comply with the worldwide regulations that govern document accessibility and to provide barrier-free customer experiences to this underserved market. Having a solution that adjusts to the market while meeting strict regulations and adapts to the ever-growing needs of any environment, is not only desirable but essential.
Testing is a critical element in the document accessibility process. This is true whether you are providing one-off transcriptions or you’re implementing an accessible e-presentment solution for your transactional material. Accessible document producers generally include a quality assurance phase in their workflow but if you require additional testing you have a couple of options. You can review the output internally or you can work with a third-party tester.