169: Navigating and Developing a Winning Communications Strategy with Matt Swain
29:36 Share

Send us a text)

Matt Swain) is a recognized Customer Communications Industry Thought Leader. From delivering keynotes around the world to defining best practices, hundreds of well-known companies have relied on Matt’s expertise and research for their current and future omni-channel communication initiatives.

As Managing Director and Practice Lead for a Broadridge Communications Consulting, Matt brings in valuable market research and consulting expertise to clients relative to benchmarking, as well as for communication strategy, design and execution across print and digital channels.

Prior to joining Broadridge, Matt spent more than a decade at Keypoint Intelligence - InfoTrends, where he was a member of the senior management team with global responsibility for business development and customer communications advisory services. Matt is a graduate of Rochester Institute of Technology and holds a Master's degree in print media.

Questions

• We always like to give our guests the opportunity to share in their own words, a little bit about their journey. How did you get to where you are today?
• The fourth annual CX and communication survey that your company had done, where you studied 3000 North American consumers, highlighting some of the major points and gaps in the customer experience two years into the pandemic. Could you tell us a little bit about the survey and some of the results that that survey created?
• What are some of the most interesting research that you have seen are conducted in the customer experience space, and could you share with us also maybe what are some of the things that have surprised you the most in that research?
• Now as it relates to personalization, the report says 65% of consumers would prefer to receive fewer, more tailored communications through their preferred channel. What has your research shown in terms of, do you still find companies all over the place?
• So, you said that consumers were looking for a more engaging digital experience, could you share with us maybe one or two things that you think a company could employ or put in place to make their digital experience more engaging?
• What are your thoughts on organizations, because digital, it's been accelerated because organizations who weren't even fully digital or were looking to put digital as part of their strategy definitely had to do some quick acceleration because of the fact that we're all stuck at home. How do they bridge that gap? Because people I think still want human interaction?
• Could you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business?
• Can you also share with us what's the one thing that's going on in your life right now that you're really excited about, either something you're working on to develop yourself or your people?
• How can listeners find you online?
• Do you have a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote if for any reason you get overwhelmed or challenge? And the quote kind of helps to get you back on track or just get you back refocused.

Highlights

Matt’s Journey

Matt stated that he was listening to that bio and he was thinking, he actually didn't realize Yanique read the whole thing. So, thank you for doing that. As where you ended was that he holds a Master's in print media and that's a very specific degree, especially for a master's degree. And many of the people that went through that programme, were going back to run pr