As your organization adds new channels, adopts updated regulations, and increases stakeholder participation, complexity creeps into your organization. Ultimately, this complexity creates opportunities for more gaps in your customer experience. In order to fix the gaps, you first need to be able to identify them. In this session, Quadient will focus on critical gaps that often exist when adding new channels including:

 ·    Customer voice consistency between communications

·     Expectation mismatches associated with departmental handoffs

·     Continuity of experience during channel changes