In regulated industries, customer communications aren’t only administrative, they’re also the lifeblood of trust. Communications such as a bill, a benefits explanation, or a renewal notice can either strengthen confidence or spark confusion. Yet, many organizations still rely on outdated approaches that limit digital adoption or send sub-par communications, all of which frustrate customers.
That’s why we’ve created a Digital Communications Maturity Framework. It helps organizations take a clear-eyed look at where they are today, and more importantly, what needs to change to align customer communications with modern expectations.
Why Digital Maturity?
Digital maturity goes beyond adding another channel or digitizing a statement. It’s about:
Customer focus:
designing from the outside-in.
Power of choice:
offering more than just paper vs. digital.
Strategy alignment:
connecting front-end experience with back-end operations.
Adding value:
turning routine documents into moments of engagement.
Goals:
balancing cost savings with long-term CX improvements.
Organizations that assess and improve their maturity keep up with change and they get ahead of it.
What You’ll Find in the White Paper
In our new white paper, Look in the Mirror to See the Path Ahead: The Impact of Digital Maturity in Communications, we outline:
- The five stages of maturity, from Basic Digital Change to Digitally Transformed.
- Common barriers companies face when trying to modernize.
- Real-world outcomes, including increased paperless adoption, reduced costs, and higher engagement.
- A practical framework to benchmark your current state and create a roadmap forward.
The Bottom Line
Digital maturity in communications isn’t optional anymore, rather it’s a necessity. Customers expect timely, relevant, and accessible experiences across every touchpoint. The organizations that succeed will be the ones who can look honestly at their current state, then step forward with a plan.
Download the full white paper to see where your organization stands and where it can go.
