Section 3:
Future plans and potential challenges for your client communications
settings
Select...
Implement a shared inbox to centralize client emails
Add or expand live chat or webchat
Add or expand digital SMS messaging (beyond personal phones)
Automate parts of our client communication (like routing, responses, or follow-ups)
Improve reporting or visibility across teams
We don’t have any specific digital goals yet
10. What are your team’s goals for digitizing one-on-one client communication over the next 12 months?
(Select all that apply)
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Select...
Lack of budget
Lack of time or resources
Lack of internal expertise or strategy
Lack of buy-in from leadership or other teams
Technology limitations with current tools
We’re not sure where to start
Other (please specify)
11. What’s holding your team back from adopting more digital tools for one-on-one client communication?
(Select all that apply)
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If you selected Other above, please specify:
settings
Select...
1 – Not a priority
2 – Slightly important
3 – Moderately important
4 – Very important
5 – Mission critical
12. How important is it for your team to digitize and modernize one-on-one client communication in the next 12 months?
(1 = not a priority, 5 = mission critical)
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13. If there were no limits — no budget, time, or tech constraints — what would you want your client communication system to look like?
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