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Key Tips from Auto Finance Summit can Enhance Consumer Experience in 2020

November 18, 2019

A key theme throughout the recent Auto Finance Summit19 was how auto lenders are changing communication practices to enhance the customer experience (CX). One session really resonated with me, when Chris Mitcham, senior vice president of business development, service for others at Santander Consumer USA, offered valuable tips about surpassing customer expectations.…

How Auto Lenders Can Create Next Level Financing Experiences Using Customer Communications Management: 4 Priorities for 2020 and Beyond

Bryan TenBroek

October 22, 2019

Traditional lenders still control more than 90% of auto finance transactions, according to BCG. But they’ve been reluctant to offer the faster, easier and more personalized experiences that car buyers increasingly expect. That needs to change, and change fast, if they want to hold on to their customers and the lion’s share…

healthcare revenue cycle management leader Avadyne Health

Building a Healthcare Revenue Cycle for Patients

Jayson Yardley

October 7, 2019

Several weeks after my father died from prostate cancer, I was sitting at my dining room table facing stacks of his medical bills and insurance documents. Even after 20+ years of specializing in healthcare revenue cycle as a management consultant and as a senior executive in revenue cycle outsourcing companies, I found…

mobile wallets improve customer experience

Mobile Wallets: 3 Use Cases for Improving CX

Bryan TenBroek

September 30, 2019

I first used the digital wallet on my mobile phone to download an airline boarding pass. That was three years ago, and now I wouldn’t have it any other way. Updates like gate changes, flight delays or upgrades go right to the wallet. I really appreciate the convenience of pulling out my…

5 Ways to Optimize Innovative Technologies to Transform Your Print Customer Communications

Mike Rosini

September 11, 2019

Paper is having a moment. Even as the average American spends more than five hours a day on mobile devices, paper is increasing in popularity, too. Paper is replacing plastic in straws and bags while greeting cards and stationery, newspapers and print magazines are all making comebacks. (more…)

Rev Up Digital Adoption to Boost Your Customer Connection

Daniel Baggett

August 28, 2019

Innovation is one of our core values. As a leader in automotive financing, we are always looking for ways to use technology to make it easier for customers to do business with us. (more…)

The ONE Thing to Drive Results

Lesster Maspoch

August 5, 2019

While reading this (and drinking hot coffee), raise your hand if you’ve ever been under the spell of multitasking. Lured by its promise of doing more! Achieving more! Keeping several balls in the air! Unless you’re a juggler, multitasking’s effectiveness is a fallacy. (more…)

Communication All the Talk at ACA International’s 2019 Conference

Bryan TenBroek

July 22, 2019

The big takeaway from mid-July’s ACA International’s Convention & Expo 2019 is the need to get ready for new rules from the Consumer Financial Protection Bureau (CFPB) that will affect how the debt collections industry can use text, email and voicemail to communicate with consumers. (more…)

improve patient satisfaction with communication and payment options

Collections Industry Prepares to Go Digital

Bryan TenBroek

July 10, 2019

Governed by a complex web of federal and state regulations and laws, the collections industry is facing a new set of rules for communicating with debtors. (more…)

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