Reading time minutes

The continued importance of customer experience in a self-service world

How prioritizing and improving customer experience can separate your organization from the rest.

An apparel company employee uses tablet with clothes and merchandise in the background.

The importance of customer experience can’t be overstated

In an era of endless options, customers care more about how an organization makes them feel, and the control they have over their interactions with the organization, than what is offered and how much they have to pay.

One out of three customers is willing to walk away from a brand they love after a single bad experience. Just as significant for organizations is that 43 percent of all consumers told PwC they would pay more for greater convenience, and 42 percent are willing to spend more on a friendly, welcoming experience.

Customer experience can be the difference between brand apathy and brand enthusiasm. For organizations, it can be the difference between struggle and security when it comes to the bottom line.

To improve customer experience, organizations need faster, smoother processes that are more efficient and productive. Achieving that can occur with technology that provides accurate data, speeds up decision-making, gives access to actionable insights, secures customer data and confidentiality, and increases employee satisfaction.

A robust content services platform empowers your people. That, in turn, allows them to provide the best experience to the people and organizations you serve.

Customer experience is priority number one

How can your organization design a system that consistently caters to the customers’ needs? How do you take out the guesswork for customers, and provide them with a quality product at a fair price? The Business X factors podcast with Shift founder Toby Russell answers those questions and lots more.

The back office is taking a seat in the front

The most tucked-away business processes — those found in the back office — can play a significant role in shaping customer experience. Accounting, contracts, policies, procedures and many other crucial aspects of an organization are being digitally transformed, leading to gains in customer satisfaction and employee engagement.

Automating those processes can score some big wins for organizations and improve customer experience in surprising ways. The Future of Jobs Report by the World Economic Forum projected that machines will perform more than 60% of all information and data processing tasks by 2025.

If your organization falls behind, the results could be more unappealing than a pile of paperwork. Research by Aberdeen indicates that back-office errors and delays are one of the top contributors to customer dissatisfaction.

Since customers will continue to need back-office services, companies will enjoy these annual cost savings — as long as they deliver superior customer experiences by effectively managing back-office activities.

— Start Improving Contact Center Results by Focusing on Your Back Office, Aberdeen Group

Optimizing the customer experience

From the front door to the back office, providing exceptional customer experience is a priority for every organization. Getting there, however, goes well beyond a friendly smile.

In this webinar, Aspire founder and CEO Kaspar Roos discusses why the definition of an optimal customer experience is rapidly evolving, and how specific technologies can provide the tools to meet the changing needs and demands of your customers.

Watch the webinar »

Technology to focus on

Advanced capture technology, which automates the process of capturing data, is a hugely valuable tool for organizations. Going a step further, a powerful intelligent data capture platform — one that automatically recognizes and categorizes customer information in real time — speeds up interactions with customers, and makes the conversations smoother, more accurate and more responsive.

A survey conducted by Hyland and YouGov found that:


of office workers said they spend too much time on rote, repetitive tasks


believe they aren’t meeting their potential at work because of time-wasting tasks


would rather dedicate their time to customers

Stating a case for content services

At Hyland, everything we do is for the love of customers: Our customers, and yours.

The state of Montana’s Department of Labor and Industry used Content Composer, Hyland’s flagship customer communications management (CCM) offering, to simplify the creation of unemployment insurance notices that are sent to individuals and employers. The notices — which numbered in the thousands — were finished in a matter of minutes, rather than hours.

Learn more »

Results you can bank on

Civista Bank also needed to simplify its processes. The solution: OnBase, Hyland’s enterprise information platform. The result: Customers received quicker responses to their inquiries, and the services they needed were faster and more seamless.

Find out how Civista Bank digitized its processes »

Are you ready to make the leap?

Learn how to get more value from your solutions, and improve customer and employee experience, by migrating to the Hyland Cloud.

Learn more