managing customer communications in an increasingly complex environment
DESCRIPTION
Presentation by Joe Eremita at Xplor 2012 Conference, March 27, 2012. Includes factors that are driving complexity into customer communications, features of effective customer communications systems, and new customer communications paradigm.TRANSCRIPT
March 27-29, 2012 Xplor International Conference & Vendor
Forum 1
Managing Customer Communications in an Increasingly Complex Environment
Pitney Bowes Inc. Joe Eremita
Agenda
• Factors that are driving complexity into customer communications
• Features of effective customer communications systems
• New customer communications paradigm
Complexity Drivers
Consumer preference
Regulatory change
Technology advances
Traditional Transactional Mail Workflow
Applications
Production PrintInsert /
Finishing
Job 1
Documents
OutputManagement
Document Composition
Mailpiece
Record to Page Integrity Control
Page to Page Integrity Control
Page to Sheet Integrity Control
Sheet to Mailpiece Integrity Control
It’s not that consumers “need” multi channel
choices, it’s that
they expect it
Applications Production PrintInsert /
FinishingJob 1
Documents
OutputManagement
Document Composition
Documents Documents
Mailpiece
eMailpiece
Documents
Documents
Multi Channel Communications Workflow
New technology can lead to…
• Marketing driven personalization
• Segment driven personalization
• Adoption of QR codes
• Color
Adding Value and Creating Operational Efficiencies with a White Paper Factory™
Applications
Full Color High Speed
Production Print
Insert / Finishing
Job 1
Documents
OutputManagement
Document Composition
Mailpiece
Job n
Documents
Document Creation / Enhancement
Job A
Documents
Job B
Documents
Job A
Documents
Job B
Documents
Digital Forms
March 27-29, 2012 Xplor International Conference & Vendor
Forum 12
Managing Customer Communications in an Increasingly Complex Environment
203-796-6773
Pitney Bowes Inc. Joe Eremita