All Posts By

Stacy Kirk

5 Major Trends Impacting the Financial Services Industry

By Thought Leadership

Karen Oakland, VP Industry Marketing, Smart Communications

In the past 12 months, banks have had to shift customer-facing processes to digital – years ahead of schedule – while also moving staff to remote work environments and dealing with increased support call volumes. In this blog post, we dive into five major trends that will continue to impact the financial services industry in the months to come and discuss how organizations can set themselves up for success.

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SMARTER Together: Smart Communications and Assentis

Smart Communications and Assentis Deliver the Future of Customer Conversations Management for Financial Services

By Smart Communications News, Thought Leadership

James Brown, CEO of Smart Communications

Smart Communications is thrilled to announce we have acquired Assentis. This is a significant moment for us as a company and for our industry as we work towards a SMARTER future, enabling enterprises around the world to deliver two-way, interactive customer conversations. The acquisition will further deepen our commitment to empowering financial services firms while also expanding our global presence.

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Year in Review: The Top Trends that Impacted Customer Conversations in 2020

Year in Review: The Top Trends that Impacted Customer Conversations in 2020

By Thought Leadership

Leigh Segall, CMO of Smart Communications

As companies around the world continue to explore new ways to positively influence revenue, differentiate themselves from the competition and enhance customer conversations even in a time that is still far from “normal”, we’ve compiled five of our favorite blog posts from the previous year, that may help them do just that. These tips and strategies for success will empower companies to successfully navigate a forever-changed employee experience, increasing customer expectations and technology innovations.

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benchmark report blog

The Results Are In, Customer Demands are Changing and Businesses Need to Quickly Adapt

By Smart Communications News, Thought Leadership

Leigh Segall, CMO of Smart Communications

In 2020 businesses across the globe faced a host of challenges that that will continue to have an impact for months, if not years, to come. COVID-19 greatly disrupted life as we once knew it. As a result, business leaders have needed to evolve quickly to adapt to changing customer demands. We cover this and more key findings from our recent benchmark study in our latest blog!

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Delivering Excellence for Vulnerable Customers in Banking and Insurance

By Partner Insights, Thought Leadership

Marc Andrews, Vice President, Financial Services and Insurance Industry Market Leader at Pegasystems
Business as usual is not going to work for vulnerable customers as we continue to deal with the impact of COVID-19. The pandemic not only affects the health of individuals, but also their financial wellbeing. Here are key steps financial institutions and insurers can take now to help vulnerable individuals remain solvent.

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digital onboarding

How Digital Onboarding Boosts Member Engagement for Health Insurers

By Thought Leadership

Neal Keene, Field CTO at Smart Communications
The cumbersome process of filling out a form isn’t a good first impression. One way health insurers can boost member engagement is through smart, guided, interactive interviews that make onboarding frictionless. Here are five ways a smarter onboarding process can help differentiate your member journey and keep members engaged from day one.

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3 Ways Insurers Can Prioritize Technology Investments to Improve CX

3 Ways Insurers Can Prioritize Technology Investments to Improve CX

By Thought Leadership

Neil Greathead, CCO at Smart Communications
Having meaningful customer conversations has always been important, especially for insurance companies. But due to COVID-19, more customers are looking to insurers for security and guidance, forcing them to challenge the status quo in order to effectively respond to the drastic increase in customer demands. As a result, many insurers are questioning where they should prioritize their investments. Here are three important thoughts to consider to ensure you are focusing on the most important elements.

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Human Element in Digital Transformation by Vlocity

The Human Element in Digital Transformation and More Insights from Our Virtual Roundtable

By Partner Insights, Thought Leadership

Phil Ostberg, Product Manager at Vlocity
Developing an omnichannel claims strategy, where policyholders can engage with you in their channel of choice and seamlessly switch between channels, is an important component of digital transformation in the claims space. Vlocity’s Product Manager, Phil Ostberg, covers the benefits of a modernized claims experience and more insight from our joint virtual roundtable.

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Situations Change, So Too Must Your Processes

By News, Thought Leadership

Nick Smith, VP Sales & General Manager, APAC at Smart Communications
In the digital era, there’s no shortage of data. Most organizations in both the private and public sectors have an abundance of it—in fact, many have more than they know what to do with. According to a recent survey, 55% of data that companies collect goes unused. Getting the most out of your data starts with how you collect it. While many organizations have moved away from relying solely on outdated paper-based processes, simply becoming more digital-first doesn’t necessarily mean you’re making the most of the process.

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