We are operating in a challenging new normal – a virtual living and working environment, requiring us to adapt quickly.  At the same time, we are also connected in our shared desire for stability, calm and guidance. 

Companies are adjusting their business models with dexterity, focus, and precision. At Broadridge, for example, we are seeing tremendous client interest and demand for Virtual Shareholder Meetings (VSM), which allows shareholders to view meetings, listen to management presentations and discussions, ask questions, and vote their shares – all with secure technology from the comfort of their home. When it comes to our associates, we are also relying on technology (e.g., Video conferencing, Webinars, Chat, Emails, etc.) to stay connected and in sync as many of us work from home. 

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To emphasize the importance of socially connecting despite physically distancing, I temporarily replaced tacos for “Talk Tuesdays”, encouraging associates to dedicate time each Tuesday to reach out to others.

This is the reality of now. 

About six weeks ago, which feels like a lifetime ago, I sat down with Reimagining Communications podcast host, Matt Swain, and shared how companies can leverage technology to create stronger customer relationships – which is more important now than ever before. Below are a few highlights of my conversation with Matt: 

What Are the ABCDs of Innovation? 

I tend to try to break things down to simpler levels, so I coined the phrase ‘The ABCDs of Innovation’ to capture how Broadridge helps clients understand and apply next-gen technologies.

A is for Artificial Intelligence. It’s applying technology to use cases that will make the world more efficient and effective while improving customer experience.

B is for Blockchain. It has immense possibilities; for example, we have Blockchain platforms for global proxy, collateral management, and repo.

C is for the Cloud. There’s a movement to make data available in a ubiquitous way so that it can be available in a SaaS model, and the Cloud is a powerful tool to do that.

The D is for digital and data, which runs through everything we do. This is important because most of these other technologies are only as good as the data that you have.

So, The ABCDs of Innovation are a way to simplify how we communicate about these very complex technologies and capabilities.

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How Can Companies Create Engaging Communication Experiences?   

Each generation is different in what they want and the way in which they engage. Digital natives are different than those that can’t change the time on their flashing VCR clock. We have to respect that.

The next generation of communications will be digital engagements that feel like personal interactions. We have to change the dynamics so that these essential communications are purposeful for the recipient; they need to valuable and actionable for the recipient.

How Is Technology Creating Human Connections?

We’re going to crack the code on using technology in order to provide this much-needed ‘you get me’ experience. Technology will enable us to understand people at the individual level. We’re going to create trust because companies will start to commit with the utmost of transparency that they’re going to protect my information as if it’s their own. It’s an obligation of companies to demonstrate that and speak to that. When those things come together, you can see a very powerful application of technology to show, ‘You get me.

You understand that I have two kids that will be going to college in two years. I’m thinking about retirement. My parents and my partner’s parents will require specific healthcare in time. And all of this will be coming down on me at the same time. We need to find systems that enable communications, engagement, and support. This is when technology becomes vital to human connections.

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