customer communications strategies

Customer Communication Strategies: Leveraging Print and Digital Channels in Mortgage Servicing

  COVID-19 has created a housing boom, requiring new mortgages for those who are moving, but also financial hardship for others who cannot make their mortgage payments. This dual-track situation has posed a major customer service communication challenge for the mortgage servicing industry. (more…)
digital transformation starts with your business culture

Want to Succeed with Digital Transformation? Start with Your Culture, Not Technology

  As a lifelong tech guy and a corporate chief information officer, I can tell you it’s easy to get caught up in tech’s bells and whistles and to geek out on emerging technologies, from blockchain to artificial intelligence. But a tech-first approach is a big mistake when it comes to digital…
Print Mailings

Best Practices for Managing and Sending Customer Print Mailings

Of the more than 50 million pieces of First-Class Mail® each year, transactional communications ‒ bills, statements, and payments ‒ make up 49% of the volume. Managing those customer print mailings is more complex than ever. You’ve got security and compliance requirements, personalization options, changing postal rates, packaging limitations and that’s just…
Auto Loan Electronic Statement Delivery

4 Best Practices for Auto Finance Customer Communications That Help Keep Auto Lenders Competitive

We’ve all seen the news reports that retail demand for buying autos, SUVs and trucks is extremely strong. Edmunds reports that vehicles now sit on dealer lots for just 57 days on average, which is the fastest sales pace in at least five years. (more…)

Pantone’s 2021 Color of the Year Can Set the Tone for Critical Customer Communications

It’s always fun to see which color the visual gurus at the Pantone Color Institute select for Color of the Year. This year, we have two colors: Ultimate Gray and Illuminating Yellow. (more…)
omnichannel billing communications and payments

5 Reasons Healthcare RCM Leaders Convergent and Sutherland Love Integrated Billing and Payments

Managing the entire cycle of patient billing and payments with a HIPAA-compliant integrated system is faster, easier and more effective. Just ask revenue cycle management leaders Sutherland Healthcare and Convergent Revenue Cycle Management. (more…)
Deliver better customer communications in 2021

Resolve to Deliver Better Customer Communications in 2021

The best customer communications in 2021 will look a lot like those from 2020. The pandemic has clarified what customers need and want. And it’s underscored the no-longer-optional elements of a modern, effective customer communications management (CCM) solution. (more…)
better electronic payment options

Reimagining Bank Bill Pay for 2021 and Beyond: A Conversation with Mastercard SVP, Manal Toukan

The COVID-19 pandemic has underscored the need and opportunity for billers to offer consumers better electronic payment options. Mastercard, which handles tens of millions of electronic bank payments for more than 170,000 billers at U.S. banks and credit unions, is on a mission to modernize bank bill pay to make it more…

Mortgage Companies Need Customer Communications Management Technology to Boost Performance and CX

Mortgage servicers are being bombarded with customer inquiries fueled by low interest rates on the one hand and pandemic-related delinquencies on the other. It’s a double whammy that should serve as an urgent wake-up call to invest in customer communications management technology and digital self-service tools that improve customer experience (CX), cost…