Fuji Xerox Blog

For many years, large companies have been pushing customers down the customer service channel that best suits them, not the customer. Insurers have been as guilty of this as banks, airlines and telcos. But in an age of social media when the customer’s voice is so much more powerful suddenly, this cannot continue. Insurers must move with the times and adapt to a multichannel service environment so they can tune into the customers’ needs and be where THEY want to have the conversation, and not the other way around. In my last two posts, I spoke about how to move your marketing environment to a Personalised footing where you have a direct and …

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As a marketer I’ve lost count of the hours spent in front of the whiteboard, with pen and post-it notes in hand, planning out my next multichannel campaign. Adding even the most basic personalisation to the process only increased the number of iterations, complexity and the corresponding number of post-its and wall space required. I quickly learnt to take photos before the cleaners arrived and wiped away the perfect campaign I had spent hours drawing on the whiteboard, all the while wishing that there was an easier way to share the campaign flow and collaborate with the wider team on the look and how to actually execute it. At the *XMPie User Conference …

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