The Future of Customer Communications: Emerging Trends Explained

What do consumers want to see in their statements, bills and notifications – and how do they want to receive them? What are companies planning to do to address these consumer preferences – and meet their internal objectives?

To answer these questions, InfoTrends conducted its Annual State of the Transactional Communications Market Survey earlier this year, polling 250 businesses and 2,000 consumers regarding their priorities, plans and preferences for transactional communications between the company and the customer.

Among the highlights from the extensive survey results:

  • We’ve all heard the cry – Mail is dead! Yet, 65% of consumers opt to receive both paper and electronic versions for at least half of all transactional communications.
  • Mobile gets all of the buzz. And while it has made the biggest leap as a priority for companies, mail, web and email all remain high priorities as well.
  • Mobile payment through apps is growing rapidly, up over 25% since last year’s consumer survey.
  • Wearable technology – smartwatches, fitness bands – is a hot topic, but only 1 in 8 consumers expect to use wearable technology to access transactional communications in the next three years. And, while younger demographics (18-44) expect higher usage, they still only top out at 16%.

If you’d like to learn more about the survey findings and trends in transactional customer communications, join InfoTrends and Venture Solutions for an informative webinar on October 1, 2015 from 1:00-2:00 CST. To register, go to www.venturesolutions.com/webinars. All attendees will receive a $10 Amazon gift card.

For more information or if you have questions, contact Venture at info@venturesolutions.com or 800.728.2615.

About the author

Marketing Manager

Angela has 20 years of experience in the areas of marketing and product management and product development within the financial services, education, publishing and retail industries. As marketing manager, Angela develops Venture’s marketing plan and executes marketing campaigns for the mortgage, auto and insurance markets. Angela manages Venture’s product marketing and represents the company at various industry conferences and trade shows. Prior to joining Venture Solutions in 2013, Angela was serving as marketing director at Free Spirit Publishing in which she led the marketing strategy, communications and product marketing initiatives. In addition to her experience, Angela holds a Master’s Degree in Marketing Management from the University of St. Thomas.