British Gas tackles omnichannel customer correspondence
Summary
Pain points and preferences along each of these paths have been identified, and existing communications have been personalised and aligned in real time, and are now in a position to entirely transform customer experience. British Gas has used Quadient’s Inspire product for a number of years to consolidate, streamline and distribute more than 4,000 different pieces of personalised and compliant communications to its customers. According to analyst IDC, “contactless” experience has risen in demand due to the need to conduct business in a safe, socially distanced environment. Data published by IDC has found that 31% of IT leaders plan to permanently redesign their customer experiences to include contactless options and 38.5% expect to invest in dedicated health/security apps for employee communications. “Despite setbacks, organisations will adopt a broader cloud-first CCM strategy to future-proof business continuity and the ability to communicate with internal and external audiences in times of crisis.