When members reach out for help, they want reassurance — not another process. This guide explores how membership organisations can transform online forms into supportive, conversational experiences using empathy, intelligent virtual assistants (IVAs), and better design thinking.
Technology promised personalisation – but for many membership organisations, it’s delivered the opposite. Automated tools have made it easy to communicate, but harder to truly connect. This article explores how to rebuild personalised member journeys that feel human again – using AI and insight to listen better, respond smarter, and put people back at the heart of engagement.
Take part in the DMCCA Compliance Benchmarking Survey 2025 and help assess how ready the sector is for the new rules on auto-renewals and consumer rights. Benchmark your organisation, shape sector guidance, and receive a free report and checklist.
