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Billing Should Move Away From Paper of the Pony Express Era

Bills and statements play an underestimated role in the customer journey.

Billing Should Move Away From Paper Of The Pony Express Era

Bills and statements are no longer delivered by horses, but beyond that the technology hasn’t changed much in several hundred years.

Although now delivered by trucks and airplanes, and occasionally electronically, these communications are still mostly a pain for both companies and their customers. But things are changing. Communications of the future should feel like a service not a transaction, and successful communications will be designed with the consumer in mind.

Rob Krugman, chief digital officer at Broadridge, shares insights with Forbes about the outdated nature of bills and statements, and how Broadridge is moving these monthly touchpoints into the future.