Blueprinting The Future Needs of Tomorrow's Customer Experience
Customer communication management is a dynamic and evolving field, and anticipating customer needs five to ten years ahead can be challenging, especially as habits evolve and expectations shift.
In this special edition of Beyond The Document, recorded in Brighton during Formpipe's Lasernet division conference, Ben Saxton investigates the future market needs in the world of customer communications management. Additionally as part of this proactive approach, focusing on several key developments that will shape the industry in the coming years.
'Beyond The Document' is Formpipe’s monthly podcast that offers in-depth discussions on Output, Document, and Customer Communications Management.
Read on for a preview of what you can expect in this month’s episode.
Who’s on the show?
Joining Ben Saxton for this engaging discussion are three of Formpipe's finest:
Soren Hjorth brings over 25 years of experience in the Microsoft product ecosystem across North America. As a Business Solutions Consultant at Formpipe, he is an expert in identifying solutions and deeply understanding customer challenges, making him a valuable resource for addressing complex pain points.
Steve Rhodes serves as Formpipe's resident innovation specialist. In his role as Innovation Projects Manager, he oversees and contributes to the development of cutting-edge technologies and advancements, aimed at enhancing how organisations can integrate and utilise Lasernet to streamline their operations.
Finally, Mark Gett, Formpipe's Banking Partner Sales Manager for the APAC region, brings over two decades of expertise in Channel and B2B sales. Mark has an acute understanding of the APAC region’s diversity and the unique challenges businesses face there, allowing him to strategically incorporate these factors into long-term planning.
What topics are discussed?
AI-driven solutions and Hyper Personalisation - Major developments in banking are centred on hyper-personalisation and AI-driven solutions. With the growing amount of customer data, Lasernet already enables data receipt, retrieval, and storage, allowing orchestration of data sources within a fully configurable archive. In the near future, AI integration could enhance this further by applying intelligent processes to tailor outputs, making customer interactions more personalised and relevant.
Importance of track record in ISV engagements - Organisations are now seeking fewer ISVs that can address multiple needs to simplify vendor management and avoid delays. They prefer ISVs with a proven track record and increasingly request references to verify the success and reliability of past implementations.
Microsoft’s approach regionally and globally - While Microsoft’s offerings vary slightly by region, its global approach focuses on a standardised portfolio of core features, such as those in Azure, ERP, Office, and the Power Platform. Due to the wide scope of its offerings, Microsoft relies on ISVs to fill in specialised needs. This role for ISVs is growing as businesses increasingly seek single platforms that cover multiple areas like speed, usability, and functionality.
"Lean cores" and financial inclusion - The rise of “lean cores” in digital banking focuses on delivering just the essential core functions, while relying on an ecosystem of partners to provide additional services like cards, payments, credit decisioning, and reporting. This approach is particularly prominent in the APAC market, where systems integrators (SIs) play a key role in uniting these ecosystem components into a cohesive solution.
How to listen
To listen to the episode, head to your podcast platform of choice or simply press play below.
