The move to digital-first systems continues to grow apace, for both online and offline customer experiences (CX). Today, a fully digital underpinning is necessary for all processes that accompany CX.Among the most stubborn pre-digital artifacts to remove are the paper forms used for both CX and internal processes. They are the bane of customers and employees, bringing digital processes to a halt whenever paper documents need to be downloaded, printed, completed, scanned/copied, and uploaded. It makes for a poor CX, and it increases the likelihood of mistakes or problems being introduced.What’s more, physical forms require special processes to store, protect, and manage, none of which is easy. Retrieving and securing paper forms are particularly problematic processes. If a paper form goes missing, there is no audit trail or means of tracking when it disappeared, who might have it, or whether it has fallen into the wrong hands. It could be that an employee simply forgot that she took the form for an approved use, but that’s still a problem. Cost is another issue; because managing paper is nearly always a manual process, it’s expensive.To read this article in full, please click her
Read More