1. The document outlines the top 10 trends in customer engagement, including digital migration, automating correspondence, multichannel management, targeted marketing, marketing automation, platform standardization, mobile and electronic billing, call center optimization, customer experience management, and EngageOne communication suite. 2. Key trends include moving customers to digital and mobile platforms, personalizing communications across channels using customer data, and implementing integrated platforms to deliver a consistent customer experience. 3. EngageOne is highlighted as a communication suite that allows companies to engage customers across all channels with relevant messages to strengthen relationships.

1. TOP 10
TRENDS
IN CUSTOMER
ENGAGEMENT

2. T
OP TEN TRENDS IN
CUSTOMER ENGAGEMENT
10. Digital Migration
9. Automating Correspondence
8. Multichannel Management
7. Targeted Marketing
When Forbes looked at 10 business trends to watch
6. Marketing Automation in 2012, customer engagement was a recurring topic.
5. Platform Standardisation A more intimate understanding of the customer
was cited as a key growth driver.1 You can get
4. Mobile and Electronic Billing
there with a company-wide approach to customer
3. Call Centre Optimisation communications.
2. ustomer Experience
C
Management Find out how to create a winning customer
experience and build customer loyalty utilising
1. ngageOne™
E
Pitney Bowes Software. Call 0800 840 0001
Communication Suite
or visit us at pb.com/engage.
1
Forbes, December 26, 2011

3. DIGITAL MIGRATION
While companies would like to eliminate paper statements,
customers are resisting. Leaders understand that it can’t be
all-or-nothing; you need flexible options to ensure you can
speak to customers in their preferred channel. When you
create, manage and deploy content across multiple channels
from a single platform, you earn high marks for superlative
10 customer service.
AUTOMATING
CORRESPONDENCE
Many organisations still rely on Word templates for
customer correspondence and treat the errors associated
with their cut-and-paste manual process as a cost of
doing business. New technology has made it easy to
create and deliver interactive documents. Drop-down 9
menus and integrated data feeds support compliance,
while centralised templates expedite content updates.

4. MULTICHANNEL
MANAGEMENT
When departments communicate in silos, customers
receive conflicting, off-brand messages and a disconnected
experience. Now you can standardise with enterprise-wide
systems that integrate with your core operating system.
8 Individual business units can create, deploy and send out
branded communications via print, mail, email, SMS, text
and social media to deliver a consistent, positive experience
across every touchpoint.
TARGETED MARKETING
CIOs rank dirty, fragmented and inaccessible
data as a multi-million pound problem – one
that interferes with cross-sell, upsell and retention
efforts. Today, marketers are taking a more active role in
customer data quality, leveraging customer intelligence to
craft personalised, timely and relevant messages based
on sophisticated insights. Now you can focus efforts on 7
persuadable segments and drop marketing costs 40%.

5. MARKETING AUTOMATION
The days of designing for specific channels and campaigns
are over. Now you can optimise content for every channel
including print, email, Web, SMS and smartphone, through
a single platform. And automatically deploy according
to customer preferences using rules-based decisioning
and predictive analytics. As you engage customers with
6 personalised communications and relevant transpromo
messages, satisfaction increases.
PLATFORM
STANDARDISATION
Some organisations rely on five, ten or even fifteen
platforms to manage customer communication, which leads
to inconsistencies and redundant efforts. Market leaders
are moving to multi-purpose communication platforms that
make it easier to speak to customers in a unified voice, 5
even when communications are created by different
departments, product lines or channels.

6. MOBILE AND
ELECTRONIC BILLING
Customers want companies to cater to their preferences,
such as mail my statement or text my overdraft notice.
With multichannel delivery integrated with your core systems,
multichannel billing is easy. Bill payment is automated,
4 lowering the cost of delivery across channels. So today’s trend
is for a customer’s Web experience to mirror their offline
experience, with all communication channels integrated.
CALL CENTRE OPTIMISATION
Every interaction represents an opportunity to strengthen
relationships, and today more companies are finding
ways to turn call centres into profit centres. A 360º
customer view, with real-time access to documents and
communications, increases productivity and response time.
Predictive analytics can pinpoint the best next action based
on the call context and boost responses to cross-sell offers. 3

7. CUSTOMER EXPERIENCE
MANAGEMENT
Instead of counting on the heroic efforts of individuals, leading
organisations design workflows that ensure a replicable,
consistent customer experience happens routinely. Now you
can cost-effectively manage, measure and monitor customer
2 communications at every touchpoint, changing processes and
approaches to drive satisfaction and loyalty.
ENGAGEONE
COMMUNICATION SUITE
Increasingly, businesses are choosing the EngageOne™
Communication Suite from Pitney Bowes Software – the only
scalable, company-wide communication engine that makes
it easy to engage customers across every channel with
relevant, cost-effective, relationship-building connections. 1
Discover how you can unify customer communications across your organisation, connect with
customers on any platform and transform every touchpoint into a two-way dialogue
See how organisations like yours are taking their customer communications to the next level
at pb.com/engage. Visit us today and receive the latest CCM Report from Forrester Research.

8. For more information about Customer Communication Management from
Pitney Bowes Software call 0800 840 0001 or visit us at pb.com/engage
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