A WHITE PAPER STRIKING A B A L A N CE HOW YOUR CUSTOMER COMMUNICATIONS PROGRAM CAN MANAGE REGULATORY RISK WITHOUT SACRIFICING CXCUSTOMER DEMANDS AND REGULATORY RISK: BOTH ARE ON THE RISE Customer engagement and loyalty has become complex. Today’s empowered customer has ushered in a new era of expectations for the companies interacting with them. The notion of static, transactional, one-dimensional customer messages is obsolete; in its place, today’s customer demands an omnichannel service experience that must: Allow fluid movement between channels; Adapt to the unique, personal attitudes of customers by offering and using their channel preference for different types of communications; Achieve heightened standards of speed and quality; and Remain compliant with current

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