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Mastering Communications Compliance: Trends, Challenges, and Best Practices for Heavily Regulated Industries

Posted on by SmartComm

By Smart Communications 

In today’s digital world, where every interaction matters, ensuring communications compliance is not just a regulatory checkbox—it’s a cornerstone of trust and operational integrity. Imagine this: you’re the compliance lead of a dynamic enterprise navigating the complexities of global markets and digital communication channels.  

Your goal? To safeguard your organization’s reputation while delivering seamless customer experiences. How does a busy enterprise like yours, with many moving parts and stakeholders, begin to strike that balance? We’ve outlined a few ways below. 

The Importance of Communications Compliance 

In an era defined by shifting regulations and heightened data privacy concerns, communications compliance emerges as a crucial safeguard. It’s more than just adhering to rules; it’s about fostering trust and transparency in every customer interaction. At Smart Communications, we understand the delicate dance between compliance and customer experience better than anyone.  

Regulations are changing rapidly, with new ones emerging daily, making it difficult for companies to keep up and adapt in time. Compliance deadlines are tighter than ever, leaving companies with less time to adjust. Large enterprises, with their complex organizational structures and technology infrastructure, particularly struggle to implement these changes quickly.  
 
Additionally, compliance costs can escalate with mergers, rapidly evolving tech teams introducing new technologies for emerging channels, and the presence of new departments managing their own communications independently. 

Understanding Communications Compliance 

At its core, communications compliance encompasses the policies, processes, and technologies that ensure all customer communications meet regulatory standards. From GDPR in Europe to MiFID II in financial services, the regulatory landscape is multifaceted and ever-changing.  

Non-compliance poses significant risks, including legal repercussions, financial penalties, and damage to brand reputation. By staying ahead of regulatory shifts and leveraging innovative solutions, enterprises can navigate these challenges while maintaining compliance integrity. 

Risks Associated with Non-Compliance 

 1. Legal Issues 

  1. Failure to disclose information on time/clearly

  2. Failure to make information accessible 

  1. Continuing to send to consumers that have opted out 

  1. Communicating through a useful, but not approved channel 

  1. Soon, failing to disclose AI involvement in communication-related processes 

 2. Financial Penalties 

  1. Fines for mismanaging data, not honoring data privacy settings 

  1. Fines for mismanaging communication preferences 

  1. Fines for not offering communications in preferred languages 

  1. Lawsuits for not delivering accessible data  

3. Reputational Damage 

  1. Communicating a breach 

  1. Being called out as a poor communicator. (Did you hear about the “lying” chatbot that led to bad press for a Canadian airline?) 

  1. Having non-compliance turn into a news story 

  1. Having a large fine turn into a news story 

Learn how your organization can safeguard its reputation and reduce regulatory risk. 

Trends and Challenges in Communications Compliance

As regulations evolve and digital channels proliferate, enterprises face the challenge of maintaining compliance without compromising on agility and personalization. Imagine navigating these waters smoothly, adapting to new rules swiftly while still delivering tailored experiences that resonate with each customer. 

It’s easy to complain about the rising cost of compliance because it almost always seems to become more complex. Often, compliance complexity grows from your organization’s leading technical innovations, intense customer focus, and bold business strategies.  

Adopting new technology to communicate on new devices, platforms or social channels multiplies the types of isolated technologies that require compliance. Increasing customer focus increases the amount of content you manage to more narrow personas across steps in a customer journey. Bold business strategies, like mergers and acquisitions, multiply the number of core systems that must conform to compliance requirements. With these many forces increasing compliance costs, it may be time to simplify the underlying technology stack. 

Best Practices for Effective Communications Compliance 

When it comes to the use of AI, our latest Benchmark study found that 71% of consumers have security concerns about the use of GenAI in customer communications.  

Here’s where strategy meets execution. Implementing a robust compliance policy, leveraging AI for automation, and ensuring ironclad data security are not just best practices—they’re your toolkit for staying ahead of regulatory shifts and operational demands.  

The Smart Communications Solution 

Enter the Conversation Cloud™ by Smart Communications—the beacon of hope for compliance leaders everywhere. With SmartCOMM™, SmartDX™, and SmartIQ™, our platform empowers you to manage customer communications, trade documentation, and forms-based processes seamlessly. Cloud-based and endlessly customizable, it integrates flawlessly with your existing systems to deliver compliance without compromise. 

Key Features and Benefits 

  • Centralized Management 
    Whether you’re delivering batch or on-demand personalized communications with SmartCOMM or collecting customer data through SmartIQ, our solutions are channel-agnostic. This means you can quickly implement changes and apply them across all your communication and form templates from a single, centralized platform. There’s no need to coordinate multiple teams or manage various channel-specific systems to stay compliant with new regulations. With Smart Communications, everything is streamlined, allowing for rapid adaptation and comprehensive tracking for auditing purposes 

  •  Cloud-based architecture for scalability and agility. Cloud-based architecture ensures you can easily scale resources up or down based on demand, accommodating business growth without hefty upfront costs. It also allows for quick deployment of updates and new features, keeping your system flexible and current.  

  • Compliance monitoring and management. Sophisticated tools automatically track and enforce compliance with regulations, reducing the risk of errors and saving time. This proactive monitoring ensures you stay compliant and helps you make data-driven decisions with valuable insights into your communication processes.  

  • Seamless integration with existing systems. The software integrates smoothly with your current CRM, ERP, and other core systems, streamlining workflows and reducing manual data entry. This seamless integration enhances efficiency and provides a unified view of customer interactions, improving overall operational effectiveness.

Actionable Insights for Enterprises 

Picture this: you assess your current compliance framework, identify gaps, and forge a holistic strategy that unites compliance, customer experience, and IT teams. It’s about collaboration, optimization, and a relentless pursuit of excellence in compliance management.  

You can stay up-to-date with changing regulations by investing in cloud solutions. For instance, the Consumer Duty rule requires firms to “offer helpful and accessible customer support.” This means answering customer questions quickly to avoid frustration. Compliance will need centralized information systems for support agents and better self-service options. 

Curious how your enterprise can navigate the regulatory landscape of customer communications? Read the blog for more.

Conclusion 

In conclusion, mastering communications compliance isn’t just about meeting regulations—it’s about shaping a future where trust and innovation coexist harmoniously. Smart Communications stands ready to empower your enterprise with tools and expertise that ensure compliance excellence while enhancing customer relationships. 

Additional Resources

Explore further with our white papers, webinars, and expert insights available through Smart Communications. Remember, compliance isn’t a burden—it’s your gateway to building trust and driving success in a digital-first world. Stay informed, stay compliant, and stay ahead. 

Ready to navigate the future of communications compliance with confidence? Contact us today and embark on a journey towards secure, compliant, and customer-centric communications. 

Omnichannel Customer Engagement: Connecting with Customers on Their Terms

Posted on by SmartComm

By Smart Communications

Whether interacting with your company via desktop, tablet, or mobile—or through web, email, or an app—today’s customers have high expectations for what that customer experience should be. Most importantly, they want to connect with your company on their terms.  

But, what are those terms? Let’s explore them and why they’re important to delivering omnichannel customer engagement. 

1. Provide Truly Personalized Interactions

Customers give companies personal information. Knowing that they have that data and insight at their disposal, it only makes sense that today’s customers expect brands to deliver a more personalized experience–one that goes beyond just addressing them by name. Some of the ways you can supply a more personalized experience are by: 

  • Leveraging customer data to customize recommendations and offers via a centralized, modern customer communications management (CCM) solution that bridges data silos. Incorporating dynamic content that will modify based on customer behavior.
  • Delivering emails, messages, and advertisements that are targeted based on personalized data.
  • Proactively reaching out to the customer to provide guidance and value based on the products/services they have with your organization. 

The Business Benefit: By personalizing interactions, customers will feel more valued and understood by your brand. This will strengthen the relationship customers feel they have with your company and help promote brand loyalty. 

2. Be Available on the Channel They Prefer 

When it comes to what channel(s) they use to communicate with friends, family, and colleagues, everyone has their personal preferences. It’s no different when they want or need to engage with a company. Customers expect to be able to communicate using whatever channel they prefer. To make that possible your organization needs to commit to the following: 

  • Have a presence on your customers’ most-used platforms.
  • Offer live chat support on your website.
  • Ensure you are providing user-friendly web and mobile experiences.
  • Leverage an industry-leading CCM solution that enables you to create channel-agnostic customer communications delivered on your customers’ preferred channels. 

The Business Benefit: Being on your customers’ preferred channels will show that you’re a customer-centric company that believes interacting with your brand should be as convenient as possible for your customers. 

3. Offer Two-Way Conversations in Real Time 

Customer communication is no longer a one-way street. Speaking at customers isn’t good enough. In the world of omnichannel customer engagement, two-way conversation is the new norm. It’s about talking, listening and responding and, in most cases, in real time. It’s what customers expect from every company in every industry. Here’s how your company can facilitate two-way conversation in real time:  

  • Monitor all touchpoints for customer inquiries/feedback and respond.
  • Leverage known customer information to prepopulate forms and provide highly personalized, tailored experiences.
  • When emails or messages are received from customers, respond in a timely fashion. 

The Business Benefit: By having two-way conversations with customers in real time you will show that your company is responsive, which will enhance the trust customers have in your brand. 

4. Ensure Consistency Across All Communication Channels

Throughout communicating with your brand, a customer may begin engaging in the morning on their cell phone, continue the process at lunchtime on a laptop, and complete the task that evening on a tablet. No matter what the touchpoint though, your customer is expecting the experience to be cohesive. An omnichannel customer engagement experience can’t be considered seamless unless it is consistent. Your company can accomplish this by: 

  • Mirroring your messaging and branding across all channels.
  • Delivering the same degree of service and support across all channels.
  • Employing systems/software that enable continuity and consistency across all touchpoints. 

The Business Benefit: A seamless omnichannel experience across all channels will make the customer journey even smoother and take customer satisfaction and trust to new heights.  

5. Anticipate The Customers’ Needs

Within your database you have collected personal information about your customers. That information provides insight that your customers expect you to analyze and use to predict what solutions they need. To take your brand to this level, consider these omnichannel customer engagement strategies: 

  • Add predictive analytics to your toolbox so you can foresee what customers require.
  • Review past purchases by customers to determine what to recommend next.
  • Don’t wait for issues to arise; anticipate them instead and address them before they become reality. 

The Business Benefit: By anticipating their needs, each customer will feel like their experience with your brand is even more tailored to them. 

6. Protect Their Data

Data privacy is probably the biggest concern customers have when it comes to divulging their personal information to your brand. Their level of concern is underscored by the strict regulations and compliance standards governments have for data security, especially in the financial services, insurance and healthcare industries. Without a doubt, ensuring customer data is secure is an important component of the omnichannel customer engagement picture. Here are some ways your company can be compliant with customers and regulators:  

  • Deploy vigorous security measures to protect customer data.
  • Eliminate the need for manual rekeying by implementing an automated, intellilgent data collection solution.
  • Always ask for explicit consent before collecting and using personal information.
  • Stay up to date and comply with the latest data protection regulations. 

The Business Benefit: If customers are reassured that their personal data is safe with your brand, they are more likely to share it with you. In turn, by gaining that information and insight your brand will be empowered with the ability to deliver the personalized experience customers expect. 

A CCM Makes It Possible to Connect with Customers on Their Terms 

Connecting with customers on their terms is a tall order, especially if your organization is trying to do so with a hodge podge of legacy systems that are not capable of integrating with one another. 

The simple solution to achieving the omnichannel customer engagement you envision is to transition to a customer communications management (CCM) system. A cloud-based CCM solution will give you the centralized, scalable infrastructure you need to easily: 

  • Provide truly personalized interactions with your customers.
  • Communicate on whatever channel your customers prefer.
  • Facilitate two-way conversation in real time.
  • Ensure the customer experience is consistent across all channels.
  • Anticipate customer needs and take proactive action.
  • Deliver on your promise that personal data is safe and secure. 

Conclusion 

Omnichannel customer engagement is essential for your business to thrive in today’s digital-first marketplace. By implementing a CCM you’ll be able to connect with your customers on their terms. This will lead to stronger customer relationships, greater brand loyalty and fuel growth for your business. 

Searching for customer communications management (CCM) software? Then the “Ultimate Guide to CCM Software & Strategic Solutions” is for you.

Learn about CCM software, explore why a cloud-based CCM solution positions you for omnichannel customer engagement success, find questions you should ask when choosing a CCM vendor and much more. Read the guide now. 

3 Key Takeaways from Crawford Technologies’ Customer Communications Summit

Posted on by Scott Draeger

By: Scott Draeger, SVP Product Marketing & Vertical Solutions 

In May, Crawford Technologies held its annual Customer Communications Summit. Smart Communications was excited to engage with the Crawford Technologies’ team, and proud to participate by delivering a session. This virtual event had a mix of business, technology, and strategy content. The sessions were delivered by trendsetting analysts, leading software experts, and experienced customers with successes to share. Every track was interesting, and we’re lucky it was recorded so we didn’t have to miss simultaneous sessions. 

My takeaways focused on how big moves today will allow organizations to accelerate the future. Throughout the conference, I captured notes and items that I will reflect upon well after the conference. But the top three takeaways from the Crawford Customer Communications Summit focus on legacy technology retirement, accessibility for the long term, and shifting economics in the channel mix.  

Let’s look at them one by one.  

Takeaway 1: Legacy Retirement

My favorite real–world success session was Lincoln Financials’ Bill Jaworski’s session, “Navigating the Transition: Lincoln Financial Group’s Journey from IBM CMOD to Hyland Alfresco.” During this session, Bill had a conversation with Crawford Technologies’ Allan Ronquillo about how the organization transitioned away from IBM’s CMOD document management system to an optimized document management workflow from Highland. He shared technical considerations, best practices, and even some troubles they encountered along the way. 
 
While the session was valuable on the surface, Bill addressed a common problem. He retired and replaced a long-serving incumbent technology. The amount of force required to displace a long serving, but underperforming, legacy technology component is amazing. Some of the original advocates of legacy technology feel threatened with obsolescence, which feels scary. But Bill was able to navigate the business, technical, and political obstacles in order to deliver an amazing result for Lincoln Financial Group.  

It is always great to hear about successful migrations from legacy technologies. This is helpful, as Smart Communications routinely helps our clients retire legacy communication technology to help organizations improve customer experience, reduce operational costs, and retire technical debt.

Takeaway 2: Accessibility For the Long Term 

Crawford Technologies has always innovated around accessibility to make communications more inclusive in a way that is cost-effective for the enterprise. There were several sessions that covered the topic well. The Crawford Technologies team keeps up with regulations, and rapidly implements solutions that increase inclusivity without re-engineering the collection of core systems that create and store the communications. 

Insights from Denis Quon and Doug Koppenhofer made an impression on me. While Smart Communications creates WCAG compliant and accessible communications, including with a variety of enhancements available when using the Editions capabilities of SmartCOMM, the compliance is conformant to the time the communication was created. 

Regulations are changing quickly, and communications that are pulled from an archive, re-requested, or regenerated may need to be compliant in the future when standards change. Also, individuals’ needs for accessible content may change, and they will need documents from the past remediated to meet their needs in the present. Document accessibility requires conformance to standards in the future, which was an interesting topic at the summit. 

Takeaway 3: Shifting Economics in the Channel Mix

Andrew Young from Treeline Research presented, “Adapting to Digital Preferences: Enhancing Customer Experience in an Era of Paper Suppression” that explored channel choice in some important new, and nuanced, approaches. His research compared consumer responses to questions about channel preference to business issues on the sender side. While customers continue to respond that they want to choose their channels from a wide array of channels, they do not seem to be as disappointed if those choices are reduced.  

Andrew’s research showed a balance of print suppression data that shows how organizations can deliver effective communications while managing costs. His research identified that enterprises will move faster towards print suppression when a first-class letter costs $0.88 to send, which is roughly three rate increases from now. This should challenge every enterprise’s thinking about how they choose to support channels when one channel’s costs increase as another channel’s costs decrease. 

Looking Forward

By the end of the summit, I had a lot of notes from leaders, experts, and visionaries that will impact my thinking going forward. My session focused on how regulations, AI, and legacy technical debt are strong motivational factors to complete digital transformations as soon as possible. I’m already looking forward to the 2025 Crawford Technologies Customer Communication Summit. 

Analyzing Aragon’s 2024 Workflow and Content Automation Report

Posted on by Scott Draeger

By Scott Draeger, SVP of Product Marketing and Vertical Solutions at Smart Communications 

The newly released 2024 Aragon Globe for Workflow and Content Automation (WCA) compares vendors in an important space at an important time. It evaluates the state of current enterprise data capture offerings. 2024 should provide a sense of urgency, as the report claims, “large numbers of enterprises have let legacy workflows languish, partially due to the complexity of some of the early products.” The time to transform is now, and the Aragon Globe for WCA offers a blueprint. 

Make Tough Decisions and Implement the Latest WCA 

When describing the enterprise needs and challenges of today, Aragon suggests; “The conclusion is that to fully automate document processes, in many cases, enterprises need to evaluate replacing incumbent providers that have not kept up.” Employees that have to alt-tab between systems, manually search for critical information, or have to make up for technical failings are not going to be able to deliver the experiences your customer demands. Your employees are often forced to ask for the same data multiple times, which damages the credibility of your organization. 

It’s Never Too Late to Start

“While there are still many enterprises that are just beginning their WCA journey, there are others who are now augmenting many of their critical and repeatable document processes to be either semi- or, in some cases, fully automated.” SmartIQ™ clients are leading their industries by controlling operational costs, improving customer experiences, and reducing compliance risk with enterprise forms automation solutions.  

Connect Workflow and Content to the Highest Performance Standards 

In this Aragon Globe, Smart Communications is not only proud to be featured as a Leader for the fifth time, but also especially proud to have SmartIQ technology earn the highest placement for solution performance in this year’s report.  

Smart Communications has leading solutions in the WCA market as well as the Customer Communications Management (CCM) market. “WCA involves complex document processes including, but not limited to, document assembly, routing, integration into other applications, and workflow both upstream and downstream from the decision, approval, or signature.” The Smart Communications portfolio delivers customer facing workflows, internal process automation, and creates communications to the highest standards of compliance, complexity, and risk. 

WCA Is Accelerated by AI 

Aragon sees AI as a critical part of the future of WCA. “Generative AI is causing many business leaders to ask questions and to understand what the current status quo is when it comes to Content Automation.” The Aragon team considered the SmartCOMM™ GenAI Writing Assistant to be an important emerging capability in the WCA market. This early Smart Communications AI development allows business users to improve readability, increase formality, or translate content into other languages. The current incarnation of this feature is available to customers that participate in the early access program. 

Aragon’s Insights on Smart Communications

In a group of high performing vendors, Smart Communications boasts the highest placement for solution performance. The report states, “SmartIQ’s low-code approach to data collection and approval workflows are enabling enterprises (particularly those in heavily regulated industries) to develop new content automation applications in record time.  

SmartIQ uses adaptive interviews to collect information and required documentation that can be automatically routed for approvals, transferred, and stored in other core systems—, and it can be used to automatically generate personalized, digital content and documents on-demand via its intuitive user experience.” 

Of the vendors that offer both WCA and CCM solutions, Smart Communications has the best placement. When navigating Aragon’s 2024 Globe for WCA, consider the placement of vendors that offer both SaaS-based CCM and SaaS-based WCA technology, and you will not find a better positioned vendor across the entire range of analyst reports. Some vendors that offer forms and communication technology did not qualify for an invitation or inclusion in this critical report. 

To read the full report, access a complimentary copy here.

Reduce the Volume of Calls, Appeals, and Grievances by Improving EOBs and Forms

Posted on by John Zimmerer

By John Zimmerer, VP of Healthcare Marketing at Smart Communications 

Are you tired of the endless stream of calls flooding your call center, the constant barrage of appeals, and the frustrations of members with their healthcare claims? You’re not alone.  

In this article, we’ll explore how to tackle these challenges head-on with the use of leading forms automation and customer communications management solutions, leading to a smoother experience for both you and your members. 

Why Your Members Find Communications Difficult to Comprehend 

You’ve probably noticed that your members often struggle to comprehend how their claims are paid or what their responsibilities entail. Research from the Kaiser Family Foundation (KFF) highlights this issue, showing a clear gap in understanding among healthcare consumers. Additionally, new regulations like the No Surprises Act and CMS price transparency mandates further emphasize the need for clarity in healthcare communications. While there has been significant progress over the last few decades, health payers still fall short in providing communications in plain language that are both clear and jargon-free.  

Ultimately, this leads to a pressure cooker of confusion, stress, and unnecessary burden on both members and staff. In this collision of two forces—the lack of clarity and a lack of health literacy—the negative impact continues to grow. Some of these impacts include: 

  • Increased appeals, including those won by the member
  • Poor member loyalty and retention rates (more on that later) 
  • Over-burdened call center staff due to high call volumes 

Member Loyalty and Retention Are Struggling

The landscape of healthcare is evolving, and with it, so are your challenges. Customer loyalty and retention are at stake, as evidenced by data from the Forrester CX Index. With over 43 Medicare Advantage plans to choose from, the competition adds more weight to the retention imperative facing health payers. High administration costs and increased churn rates are putting pressure on profitability.  

However, there’s hope in the form of AI/ML technologies and advanced data visualization tools, which have the potential to revolutionize the way you communicate with your members. As I stated above, poor member loyalty is just one of the negative impacts of poor communication. Without the necessary transparency and clarity, it’s difficult for members to trust your organization. According to a J.D. Power survey, trust is a factor most highly correlated with Medicare Advantage plan renewals.  

Source: INNOVATE 2024, Internal research by Smart Communications 

Cloud-based CCM Software: A Modern Solution for Modern Problems

Your mindset and legacy toolset may be holding you back from embracing these transformative technologies. By failing to link operational metrics to customer experience and business outcomes, you’re missing out on valuable opportunities for improvement. The breakthrough lies in leveraging AI/ML to enhance readability and interactive charting to improve data presentation, ultimately leading to greater transparency and understanding. 

Smart Communications understands the challenges you’re facing and is uniquely positioned with the strategies and solutions to address them. We specialize in customer engagement and know how to leverage AI/ML and data visualization to improve customer comprehension and experience. By keeping you compliant with regulatory requirements while introducing CX enhancements, we can help you save costs, improve loyalty, and ultimately, drive profitability. 

If you’re tasked with reducing call volume or appeals, or improving member retention, our solutions offer a clear path forward. By enhancing the readability and comprehension of key communications and providing self-service options, you can streamline processes, build trust, and transition members to more profitable plans. 

Conclusion 

We back up our claims with statistics, analyst accolades, customer testimonials, and recent wins with industry leaders. Our ROI calculator shows the tangible benefits of action, mitigating social and opportunity risks.  

By embracing innovative technologies and reimagining your approach to member communications, you can overcome the challenges of high call volumes, appeals, and grievances. With our expertise and tailored solutions, you’ll not only save costs and improve efficiency but also enhance member satisfaction and loyalty. 

Ready to take the next step? Learn more about our Connected Claims platform or see a demo of our SmartIQ™ and SmartCOMM™ solutions in action. Contact us today to start streamlining your healthcare communications and reducing calls, appeals, and grievances.

Strategy and Innovation in the Omdia Universe on CCM

Posted on by Scott Draeger

By Scott Draeger, SVP of Product Marketing and Vertical Solutions 

The newly released 2024 Omdia Universe for Customer Communications Management (CCM) offers the CCM market a new perspective. This is Omdia’s first full Universe report on  key vendors in the CCM market. The Omdia Universe is unique as it examines Challenger and Leader vendors across a wide variety of important criteria, including: 

  • Core Capabilities 

  • Advanced Capabilities 

  • Solution Breadth 

  • Strategy & Innovation 

  • Market Momentum 

  • Vendor Execution.  

Smart Communications is proud to be named a Leader in this new report.  

Old CCM Technology Won’t be Back in Style 

The 2024 Universe conveys a sense of urgency for organizations that have limited communication capabilities due to legacy constrained technologies. The report states, “…there may be enterprises that have legacy CCM solutions that would be well-advised to examine the feasibility of migrating to a modern CCM, which would provide a modern platform for sending personalized marketing material as well as bills and statements.” The time is now to consider new technology. 

 

Look for a Vendor that Prioritizes Migration 

This Universe report identifies a key threat to improving customer communications, “Another threat is legacy products and in-house created solutions that may be difficult to replace due to a high level of dependent code. Vendors need to provide a high level of professional services to help these enterprises migrate from these legacy products.” 
 
Smart Communications has addressed this industry challenge with Migration Studio, SmartSTART implementation programs, and migration acceleration technologies for a variety of legacy CCM offerings. Additionally, Smart Communications routinely structures transactions that allow migration and implementation costs to be spread out over multiple years, allowing your returns to match your investments. 

Discover how migrating from manual, legacy customer communications platforms to modern, cloud-based CCM solutions help enterprises become agile and remain compliant. 

Smart Communications’ Vendor Summary: Capabilities and Features

When evaluating CCM technologies, there are market requirements to consider. The Universe identified several, including template creation, content creation, multi-channel batch production, workflow, and cloud capabilities. These capabilities appear in each vendor’s “Omdia Universe Vendor Summary.” In the Advanced Capabilities dimension, features like Ad hoc Communications, Analytics, Security, Compliance, and Governance are evaluated. Smart Communications is proud of our placement in Core Capabilities, Advanced Capabilities, Solution Breadth, and Strategy & Innovation.  

CCM In the Cloud 

As a cloud-first CCM provider, the Smart Communications team paid close attention to mentions of “cloud” in the report. Omdia stated, “While the cloud continues to make inroads as the deployment model of choice for enterprises in the CCM space and some vendors find that virtually all implementations are now cloud-based, the fact that there is a core of enterprises that still want a traditional on-premises implementation means that few vendors have abandoned on-premises deployments completely.“ Smart Communications is proud to be cloud-native, helping leaders implement CCM solutions that look more like the future than the past. 

In the Advanced Capabilities listing, the report listed the specific cloud capabilities that were covered such as, “including the different cloud options available; which public clouds are supported; how the services are licensed and priced; the ease, cost, and speed of migrating content to the cloud; and cloud security.” Smart Communications’ long experience in the SaaS CCM market results in deployments that are secure, efficient, and scalable. 

Covering CCM In a Time of Digital Transformation 

Omdia’s CCM report delves into the current landscape of the CCM market, notably highlighting the strategies adopted by latecomers to cloud adoption. The report appears to assign higher scores to providers offering separate cloud and on-premises solutions, without clearly delineating that they typically fall into one of two categories: 

1. Containerized legacy CCM technologies that essentially repackaged old solutions as containerized offerings without delivering the key advantages of cloud-native technology. 

2. Providing ‘new from scratch’ cloud offerings that are incompatible with existing systems, necessitating a complete overhaul and recreation of integrations. This approach puts the burden of a full migration onto the customer while failing to provide the benefits of best-of-breed technology from a SaaS-focused provider. 

As a cloud-native SaaS offering, Smart Communications does not shift these burdens to clients. While some may perceive providers offering both cloud and on-premises solutions as providing flexibility, the reality often involves carrying over legacy limitations to the cloud or requiring extensive rewriting and reintegration efforts. This falls short of delivering a mutually beneficial solution. You deserve a smoother journey without the hefty price tag and legacy issues that come with being an early adopter of new SaaS CCM solutions. 

Omdia Perspective on Smart Communications’ Strengths

To see the full run down of Smart Communications' strengths, check out the report using the link below. We bet you’ll be as pleased as we are with the Omdia Universe for CCM, especially the Strategy & Innovation area. Make sure to check out the Strategy & Innovation category, as a top score in this category shows the closest alignment with your future direction. 

Ready to learn why Smart Communications is a top CCM vendor choice for enterprises like yours? Download the report for more. 

Unlocking Digital Inclusion: Embracing Global Accessibility Awareness

Posted on by Chris Murphy

By Chris Murphy, VP of Product Marketing at Smart Communications 

One billion people. That’s three times the population of the United States—and the number of people around the world who are reported to have a disability or impairment. Imagine a world where every individual, regardless of their circumstances, can seamlessly navigate the digital realm. May 16, 2024 is the 13th Global Accessibility Awareness Day (GAAD) which shines a light on the importance of making our digital world a place where everyone feels empowered and valued. Most importantly, it encourages companies to think holistically about improving digital access and offering digital services in a more inclusive way.  

The need for digitally accessible solutions and services isn’t just about meeting regulations; it’s about creating a more inclusive and vibrant digital landscape. When individuals face barriers online, it not only affects their ability to interact with businesses but also hampers the valuable contributions employees can make to their organizations. However, this growing awareness of digital accessibility sheds light on the shift in compliance and gives due recognition to the importance of ensuring equal access and engagement for all individuals in the digital sphere. 

According to the GAAD (Global Accessibility Awareness Day) Foundation, here are where most digital experiences fall short:  A blue rectangular object with black text Description automatically generated 

Source: https://accessibility.day

Drivers for Digital Accessibility Interest 

There are several key drivers pushing organizations to evaluate their accessibility and build accessibly-oriented business practices, guidelines, and compliance frameworks. Those are: 

1. Compliance: Accessibility rules and regulations can vary broadly from region to region (for example, the Americans with Disabilities Act, the EU Accessibility Act, the Accessible Canada Act), but it is fair to say that there is a growing trend in both the number and strictness of the legislative oversight—as well as the number of lawsuits and value of fines for noncompliance.  

2. Customer Experience: Organizations have also focused on accessibility initiatives to help provide better experiences for their consumers and to serve a broader pool of their target market more effectively.  

3. Employee Experience: According to IDC’s Digital Accessibility Survey from September 2022, providing a better user experience to internal employees was one of the main reasons to implement digital accessibility – more than customer experience, business benefit, and corporate value reasons.

Who Benefits from Digital Accessibility Initiatives?

The short answer: more than you think. Digital accessibility guidelines and regulations have primarily been put in place to protect the pockets of individuals impacted by a disability or impairment. It’s easy to imagine how someone with a visual limitation—complete or partial blindness, for example—might struggle with digital experiences. Those with visual impairments often benefit from improvements around color/text contrast ratios, the ability to zoom without loss of clarity, and the ability to utilize common technologies like screen readers that can translate these digital interactions into auditory experiences. Alternatively, individuals with auditory impairments typically benefit from captions or descriptions discerned from screen readers and visual media transcripts.  

Good accessibility practices benefit everyone. Being able to zoom in on a document or see text with a good contrast ratio creates a more inclusive experience for people with declining eyesight as well as for those who are partially blind/visually impaired. Communications written in plain, understandable language—that avoid using jargon or slang—can help individuals with cognitive impairments as well as those where English (or the communication language) may not be their first language or who read at a lower-than-average reading level.   

How Software Vendors Can Help With Your Digital Accessibility Frameworks  

Increasingly, leading organizations are leaning on their software value-chain partners and vendors for support with their accessibility initiatives—with Customer Communications Management (CCM) and form process automation solutions being a major part of their accessibility strategy. There are several areas in which this is happening;  

  • Accessible Customer Communications: Leading CCM solutions are able to help organizations create and manage accessible experiences for their customers.  Some examples include accessible PDFs, and communications that can be effectively read by a screen reader. Communications can also be exported in XML format that can then be ingested into third-party solutions for transformation to Braille, Large Print, and other formats that may be required.  

  • Accessible Customer Form Experiences: Much like standard customer communications, digital forms need to offer a range of tools that can offset a consumer’s physical disabilities or impairments. The ability to include images with alternative text or build a question sequence that guides the experience (and avoids ever having to reference a specific place within a form) are “small” but significant steps toward creating accessible data collection processes. Taking it one step further, companies can compensate for various reading levels by including helper text to offer clarification and data validation messages to help the end-user feel confident that what they are providing is correct and will take them to the next desired step in the process.  

  • Accessible Software and UI Experiences: While improving the customer experience and being able to serve a more diverse and broadened customer base through improved accessibility remain important drivers, enhancing the employee experience is also a key motivator for accessibility projects. Ensuring the software and solutions employees utilize everyday meet accessibility standards is becoming a prerequisite for procurement and commercial teams. Accessible software solutions offer features that maximize the number of individuals who can use them effectively. Common requirements include keyboard shortcuts, keyboard focus, semantic ordering of content, standardized tab order to navigate to different sections of the user interface, ARIA role attributes, appropriate contrast ratios and other functions that are important in promoting inclusivity.  

When considering a new software vendor, leading organizations will be able to provide you with a Voluntary Product Accessibility Template (or VPAT for short). This type of document is often administered by a third-party accessibility firm and identifies areas of the software under consideration that either comply with or are out of conformance with specific accessibility standards.  

Additional questions around the development strategy and testing regime for new functionality or applications within the software will help you understand how well a vendor’s R&D team is operationalizing accessibility for the future. 

Conclusion

By prioritizing accessibility in our digital designs, communications, and interactions, we not only meet legal requirements but also unlock the potential for innovation, creativity, and empathy. 

Through our dedicated efforts and ongoing initiatives, we at Smart Communications strive to lead by example, ensuring that our digital solutions prioritize inclusivity and empower individuals of all abilities to fully engage with the digital world. We’re proud of our track record in assisting our customers in producing accessible communications and forms experiences, and we remain committed to our dedicated roadmap of innovative enhancements. These efforts not only position our customers as leaders in compliance but also elevate their customer and employee experiences, ensuring inclusivity and empowerment for individuals of all abilities.   

Let us continue to champion accessibility not just today, but every day, as we strive to create a world where barriers are replaced with bridges, and inclusion becomes the norm.

Navigating the Regulatory Landscape of Customer Communications in 2024

Posted on by Scott Draeger

By Scott Draeger, SVP of Product Marketing at Smart Communications 

In today’s digital age, customer communications are increasingly reliant on data-driven personalization. With that said, companies face a daunting challenge: how to navigate the evolving regulatory requirements while still delivering tailored experiences to their customers.  

With new regulations and stricter enforcement measures shaping the way businesses interact with their clientele, your company needs the right tools and processes to remain compliant. In this blog, you’ll find insights to empower you as you develop communications that strike the right balance between personalization and privacy. 

The Evolving Regulatory Landscape in 2024 

New regulations and stricter enforcement measures are reshaping how companies like yours handle customer data. From the far-reaching impact of GDPR, CCPA, to the stringent requirements of HIPAA, you’re at the forefront of compliance efforts.  

In our recent report, ‘5 Trends Shaping Customer Conversations in 2024’, Sameer Hajarnis, Senior Vice President & GM of Digital Agreements at OneSpan—and one of the many subject matter experts/thought leaders we interviewed—urges vigilance, stating, “Stricter regulations and enhanced security measures are imperative to safeguard consumer data in today’s digital ecosystem.” 

Striking a Balance in Customer Communications: Personalization vs. Privacy

Your challenge lies in harmonizing personalized experiences with regulatory compliance. Eileen Potter, VP of Insurance Marketing at Smart Communications, underscores the need to prioritize data privacy regulations. Potter emphasized consumer concerns about data misuse. As you strive to strike this balance, remember that respecting privacy is non-negotiable.  

One way you can do so is by investing in pure cloud solutions to help you keep pace with changing regulatory requirements. For example, one Consumer Duty requirement dictates that firms must “provide helpful and accessible customer support.” That means getting consumers answers quickly and not making them wait so long that they give up. Compliance will require centralized processes for collecting information so it’s available to support agents on demand, as well as more robust self-serve options.    

How AI Will Influence New Regulations/Challenges  

If you implement or plan to implement generative AI in your CX strategy or customer communications, proceed with caution and take extra steps to ensure it’s being used only as intended. Kaspar Roos, CEO and Founder at Aspire, details some of the graver concerns, below:  

“We can unfortunately expect to see AI used in an increasing tide of fraudulent and nefarious activities that will range from the criminal, like using deepfake audio or video to lure consumers into scams, to the more broadly destabilizing and anarchistic generation of fake news.”  

The Safe, Secure, and Trustworthy AI Executive Order 

In October of 2023, the Biden administration issued a landmark executive order on “Safe, Secure, and Trustworthy Artificial Intelligence,” which established new standards for AI safety and security as well as privacy protection. Neeraj Gupta, Insurance Consulting Partner at EY, said the order “represents a significant contribution to the subject of accountability in how AI is developed and deployed across organizations.”  

 “Given the breadth of recommendations and actions provided, [the Biden administration’s Executive Order] is likely to have an effect on organizations across all sectors of the economy, from the most mature AI implementers to first-time adopters.” —Neeraj Gupta, Insurance Consulting Partner at EY  

While Gupta noted that the definition of AI systems is broad, it is inclusive of systems which have been built over the last several years. The EU is looking to similarly advance its regulatory standards and requirements around AI, meaning global businesses should plan to keep a close eye on regulatory developments. This includes domestic companies that do business overseas. 

As your business increases its use of AI or other advanced systems, remember that innovation comes with an increased risk. As the regulations continue to evolve in 2024, prepare to adapt your customer communications strategy to balance personalization and privacy while maintaining compliance.  

Conclusion  

In the ever-evolving regulatory landscape of 2024, mastering customer communications requires finesse. Remember, adaptability is your company’s greatest asset. However, without insights and the right solutions/vendor partner on your side, it can be difficult to know where to start. Be sure you’re preparing your business to proactively respond to regulatory bodies rather than waiting for them to come knocking with an expensive lesson. 

Discover how SmartCOMM™ can help you build customer communications journeys that are effective, compliant, and secure.

31 Customer Experience Statistics to Help You Navigate Customer Conversations in 2024

Posted on by SmartComm

By Smart Communications

In a recent Benchmark report, we compiled comprehensive research that exposes the gaps between customer and business’s perception of customer interactions, trends impacting customer communications, and the shifting customer expectations/behaviors that your company will need to account for.  

In this article, we share pertinent information and statistics that impact how organizations like yours can respond to these changes as well as how you communicate with your customers. 

Statistics on Customer Churn Across the Financial Services, Healthcare, and Insurance Industries 

  1. Over 50% of customers would be likely to switch from a company if their communications did not meet expectations.

  2. At 63%, Millennials are the demographic cohort with the highest likelihood to leave a company if its communications lead to a poor experience.  

  3. Generationally, these demographics are very or somewhat likely to switch insurance providers due to poor communications: 

  • Millennials (62%) 

  • Gen Xers (53%) 

  • Gen Zers (50%) 

  1. Geographically, these regions are very or somewhat likely to switch insurance providers due to poor communications: 

  • APAC (56%) 

  • US (49%) 

  • UK (46%) 

Statistics on How Generational Demographics Inform Customer Expectations 

FYI: When customers abandon digital interactions, they often turn to a higher-cost channel, such as voice, for help, driving up operational costs and reducing process efficiency for insurers. That’s why it’s important to create a personalized, high quality customer experience across all channels. 

Customer Communications 

  1. 48% of Gen Z customers are likely to switch away from a company if its communications don’t meet expectations. 

  1. 63% of Millennial customers are likely to switch away from a company if its communications don’t meet expectations. 

  1. 53% of Gen X customers are likely to switch away from a company if its communications don’t meet expectations. 

  1. 42% of Baby Boomer customers are likely to switch away from a company if its communications don’t meet expectations. 

  1. 32% of Silent Generation customers are likely to switch away from a company if itsa communications don’t meet expectations. 

  1. The top causes of customer frustration in healthcare communications are:  

  • Lack of sensitivity (58%) 

  • Irrelevant messages (56%) 

  • Contact frequency too high (53%) 

  • Not provided on preferred channel (49%) 

Forms Processes/Data Collection 

  1. 48% of Gen Z customers are likely to end an interaction with a company if the way they collect information is too difficult. 

  1. 61% of Millennial customers are likely to end an interaction with a company if the way they collect information is too difficult. 

  1. 53% of Gen X customers are likely to end an interaction with a company if the way they collect information is too difficult. 

  1. 49% of Baby Boomer customers are likely to end an interaction with a company if the way they collect information is too difficult. 

  1. 47% of Silent Generation customers are likely to end an interaction with a company if the way they collect information is too difficult. 

 

Statistics Based on Industry: Financial Services, Healthcare, and Insurance

The statistics in the sections below touch on data capture/forms processes and customer communications, and they span across the highly regulated financial services, healthcare, and insurance industries. 

Financial Services 

  1. 70% of banking/financial service professionals rate the effectiveness of the customer communications their company sends as very good or excellent. Only 48% of consumers feel the same. 

  1. 53% of customers are somewhat or very likely to abandon an interaction with their bank/financial services company if the way they collect information is too difficult. 

  1. Asia-Pacific customers are most likely to abandon an interaction at 58%, followed by US customers at 53%, and UK customers at 52%. 

  1. 63% of Millennials are somewhat or very likely to end an interaction with their bank/financial services company if the process is difficult. 

  1. When establishing trust with a bank or financial services company, customers find these factors most important: 

  • Data security (62%) 

  • Ease of contacting the company (53%) 

  • Transparent communications (46%) 

  • Empathy (40%) 

  1. Only 36% of banks/financial services companies are very confident that their company’s processes and customer communications are aligned with current government and industry regulations. 

Insurance 

  1. 44% of insurance customers rate the effectiveness of communications as very good or excellent while 60% of insurers rate the same data point. 

  1. 27% of customers stated that the effectiveness of communications was getting better, with 72% saying they are. 

  1. When asked how they prefer to receive insurance communications, here’s how customers answered: 

  • Email (72%) 

  • Mail (42%)  

  • Text/SMS (31%) 

  • In-App (23%) 

  1. For a further breakdown, here’s how insurance customers prefer the following types of communications: 

  • Policy renewals: Email 65%, Mail 37%, Text/SMS 20%, In-App 19% 

  • Claims forms: Email 66%, Mail 37%, Text/SMS 25%, In-App 19% 

  • Payment reminders: Email 63%, Mail 26%, Text/SMS 36%, In-App 19% 

  • Onboarding documents: Email 65%, Mail 37%, Text/SMS 20%, In-App 18% 

  1. 54% of insurance customers are somewhat or very likely to end an interaction with a company if the way they collect information (like filling out a form) is too difficult. 

Healthcare 

  1. Overall, 53% of healthcare customers would switch away from their healthcare payer or provider if communications did not meet expectations. Based on regional data, here are the numbers: 

  • US: 51% 

  • UK: 51% 

  • APAC: 66% 

  1. 41% of consumers say they wish their health insurer would do more to help them understand their health benefits. 

  1. 78% of consumers agree that healthcare costs should be simpler and more transparent. 

  1. Channel preferences in healthcare, based on how customers prefer to receive outbound communications like statements and explanation of benefits (EOBs): 

  • Email (73%) 

  • Mail (41%) 

  • Text/SMS (37%) 

  • In-App (24%) 

  1. Customer perception of the communications they receive from healthcare companies: 

  • Getting better (32%) 

  • Staying the same (56%) 

  • Getting worse (13%) 

  1. Healthcare company perception of the communications they send to their customers: 

  • Getting better (68%) 

  • Staying the same (25%) 

  • Getting worse (7%) 

Read the blog for more about the perception gap and how to account for the discrepancies. ‘Customer Communications: Exploring the Huge Gap Between Customer Perception Versus Company Perception’ 

To learn more about how your company can create a winning customer communications strategy, access a complimentary copy of the Benchmark report today. 

From Data to Dialogue: Integrated Forms Automation for Unified Customer Journeys

Posted on by SmartComm

By Smart Communications

In today's hyper-connected world, seamless customer interactions are an absolute necessity. With people more digitally plugged in than ever before, brands are under pressure to get customers and employees from point A to point B quickly—particularly during significant events like a home flooding or a new car purchase. To meet those expectations, every interaction along the customer journey ties together seamlessly—with minimal effort from the customer. 

In an ideal world, this would mean every time data is collected—whether it’s through a call center, company website, or somewhere else—it would seamlessly transform into a personalized conversation where data flows effortlessly to core systems and automatically triggers reviews, approvals, or any number of next steps. This is the promise of integrated forms automation—a game-changer in modern customer communication processes. Can you confidently say this describes your brand? If not, keep reading. 

The Need for Integration

Legacy communication management strategies fall short in meeting the demands of today's complex customer journeys. Siloed systems create bottlenecks, leading to disjointed experiences and frustrated customers. Your customers and employees deserve smarter tools and processes that help bridge this gap—with integrated solutions that unite cross-channel customer communications and the data collection processes that surround them.  Not only does this streamline key interactions from start to finish, but it also reduces customer burden and fosters a sense of trust in your brand. 

An integrated approach helps achieve this by ensuring that every step of the customer journey is connected. From the moment a customer or employee first begins to enter information to the follow-up communication they receive, there are no gaps or disconnects. This cohesion creates a sense of continuity and reliability, making customers feel valued and understood. When customers experience this level of attentiveness and care, they are more likely to develop a strong connection with your brand, leading to increased loyalty and advocacy. Ultimately, by prioritizing integration, businesses can cultivate meaningful relationships. 

Forms Automation in Enterprise Ecosystems

Picture this: a customer submits a request to make a change to their account, and in an instant, they receive a personalized response tailored to their request, maybe with additional information requirements that they can access and complete directly from an email. Integrated forms solutions create this experience by not only collecting customer data but by leveraging it for personalized communications and additional processes that may need to be completed.  From onboarding to servicing, integration ensures a relevant, valuable experience throughout the communication journey. 

Integrated forms automation solutions are also a tool companies can use to address manual entry and the inconsistent, incorrect data streams associated with forms. With information seamlessly flowing from a digital “form” to a communication platform, there's no need for tedious data entry or downstream cleanup. This saves time for your employees and ensures that customer information is structured and consistent across all lines of business. 

And, looking at this from a slightly different perspective, customer communications technology can leverage collected data to personalize future interactions. By analyzing customer preferences, past interactions, and demographic information, your business can tailor communications to resonate with each individual. Whether it's sending reminders, information on related products, or proactive support messages, personalized communication fosters a deeper connection with customers and drives engagement. 

Let's consider a real-world scenario. Imagine yourself as a policyholder and your car insurance company uses an integrated forms automation solution. You notice your premium has increased, so you log in to the website and submit a digital form requesting a review of your bill and policy. You receive a text confirming the request and, a few minutes later, receive an email—your good driver discount expired. To renew, click on the link and submit your mileage log and a copy of your driver’s license. You do this (your policy information is all prefilled for you), upload your documentation, and submit. About an hour later, you receive a notification that the discount has been reapplied and will be reflected on your next bill. Behind the scenes, your information was updated in the customer database, ensuring an agent can follow up with you if necessary. This seamless integration of data collection and personalized communication not only resolves your issue but does so quickly and with very little effort on your part. 

All this to say integrated digital forms solutions bridge the gap between automated customer data collection and personalized communication, creating a smoother and more engaging experience for customers. Integration will allow your brand to deliver exceptional customer experiences that set you apart from the competition and foster long-term loyalty. 

Key Features and Advantages

Integrated forms automation isn't just about efficiency and faster outcomes—it's about transforming the entire journey for customers and the employees that support them. By digitizing form experiences, every interaction adds meaningful value and downstream communications are relevant and personalized. This contributes to key experience metrics like customer experience, agent onboarding experience, customer effort, and more. 

Access to data and approval workflows remove many internal, manual steps and allow employees to spend time on more strategic initiatives. By automating data flows and approvals, time spent on tedious tasks decreases, allowing you to allocate your resources to revenue generating tasks.  

At the same time, digital solutions include security measures that paper processes lack.  

Every company, including yours, prioritizes the protection of customer data, especially those operating in highly regulated industries. With evolving technology and regulatory requirements, enterprises face the ongoing challenge of compliance and securing vast amounts of data across platforms and geographic regions. Compliance with data protection regulations, such as the General Data Protection Regulation (GDPR), is difficult when relying on manual processes. 

And there are extensive benefits of low-code, cloud-based digital forms solutions. A drag and drop interface means changes can be made, tested, and implemented and minutes, bypassing the lengthy timelines of older technologies operated by IT. Furthermore, this is a centralized technology that—once implemented—requires no maintenance or build out. 

Empowering Businesses for Success with SmartIQ™ and SmartCOMM™

When it comes to managing your processes effectively, it's all about empowerment. SmartIQ and SmartCOMM are here to make sure you're not just managing but thriving. With user-friendly interfaces and low-code solutions, we put the power back in your hands. Your teams can design, maintain, and control your forms processes with ease instead of waiting on a bogged down IT team.  

Empowerment isn't just about you—it's about your customers, too. With enterprise forms automation and customer communications technology integrated with one another, you enhance the customer experience by providing personalized form experiences, device compatibility, and real-time data validation to ensure you’re offering the very best customer experience. Say goodbye to generic interactions and hello to meaningful connections that keep your customers coming back for more. 

 

When it comes to remaining agile, processing time is no longer a barrier. Our combined capabilities reduce abandonment rates and incomplete data submissions through pre-built connectors and sophisticated data routing that ensure everything flows seamlessly. This eliminates bottlenecks, enhances efficiency, and protects your revenue opportunities. 

Our cloud-native architecture doesn't just improve efficiency—it revolutionizes it. With reduced infrastructure costs/tech debt and improved agility, you can scale your business without worrying about limitations. 

Conclusion

Combining an enterprise forms automation solution, like SmartIQ, with your customer communications platform has the potential to revolutionize customer conversations and deliver significant internal efficiencies. By seamlessly integrating data collection processes and communications, these solutions intersect to maximize the value of every interaction, personalize communications, and build loyalty with customers and employees.  

For more detailed information on the features and benefits of SmartIQ and SmartCOMM, we invite you to download the data sheet or request a demo. Explore the combined capabilities of these solutions in depth and discover how they can drive success for your business.