[question("value"), id="34"], thank you for taking the assessment! Here are your results.

The CX Striver

You know your customer communications could be even better, and you’re striving to improve the customer experience (CX). You understand that well-executed customer communications can create business value and you are moving to better align your customer communications with business objectives.

Operationally, your customer communications may not be as unified and integrated across channels and touchpoints as they could be. You may also be able to improve the efficiency of your regulatory and compliance communications.

Recommendations
In many instances, businesses that do well at engaging customers are still getting by with a hodgepodge of systems and processes. Consider auditing your processes and technology to ensure that critical data moves smoothly between systems, platforms, business units and departments. Services are available to help you connect systems of record with systems of engagement, re-engineer broken processes, and optimize regulatory compliance and quality assurance.

If you haven’t done so already, now is the time to create a single customer view. This helps to ensure that your customer touchpoints are in sync with each customer’s journey, creating a more unified CX. Techniques such as predictive analytics can also help you anticipate customer needs and determine the next best communication for each customer.

Great customer experience isn’t just checking boxes; it requires a shift in organizational mindset. If you are having difficulty managing this change, it may be time to realign your approach to CX program governance and employee engagement. You’ll want to make sure your employees are 100 percent behind your CX efforts.

Download Your Results

THREE RULES FOR OPTIMIZING CROSS TOUCHPOINT JOURNEYS*

Identify key customers & high value customer journeys
Map the customer journey end to end
Help customers as they switch touchpoints

*‘Three Rules for Optimizing Cross Touchpoint Journeys,’ Forrester 2016.

About Broadridge Customer Communications
Broadridge Customer Communications, part of Broadridge Financial Solutions, Inc. (NYSE:BR), helps you deliver engaging, multi-channel communications to maximize the customer experience. By seamlessly connecting customers with the content and channels they prefer across all interactions, you can create relevant transactional, marketing and regulatory communications that get results. For more information, please visit broadridge.com

© 2016 Broadridge Financial Solutions, Inc. All Rights Reserved. Privacy Statement | Terms of Use & Linking Policy

How Effective are your Customer Communications? - Broadridge