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Transforming Customer Engagements in a Digital World

Summarizes the dramatic transformation in communication channels for customers in the digital age.

Financial services companies must adapt to new communications channels as customers are more connected than ever and expect companies they do business with to cater to their preferences. Businesses must move beyond focusing on marketing channels as silos and now consider how channels and devices need to connect across the full customer experience.

A holistic approach to a “next generation” communication strategy includes four elements:

  1. Identity management
  2. Content management
  3. Workflow management
  4. Insight and Analytics