Moving Beyond E-Signature: How to Elevate the Digital Customer Experience

Digital transformation has been a key driver for business processes in recent years– with nearly three-quarters of organisations having a digital transformation strategy in place or actively working on one. The goal is to better serve the digital-native demographic and meet customer expectations for seamless, anytime, anywhere interactions. With COVID-19 related “shelter-in-place orders” resulting in so many people working remotely, organisations around the globe accelerated their focus on digitising business processes, including signing agreements and other business-critical forms.

But obtaining signatures is only one piece of a multi-step customer interaction. Digitising signatures at the end of a customer journey still leaves some paper and manual steps in place. To truly give customers, citizens, employees, and partners a seamless digital experience, organisations need to think past the signature and consider how to make the end-to-end interaction as fast and frictionless as possible. This involves reimagining information collection and continuing valuable conversations after the signature happens.