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Customer Communications Blog

Communications

Everything you need to know about customer communications and customer experience!

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Customer Experience | Customer Communications | INTOUCH

Twilio and Customer Communications: Some Assembly Required

By: John Zimmerer
June 16th, 2017

In The Future of CCM: Communications-As-A-Service, Forrester VP and Principal Analyst Craig Le Clair (@CSLeClair) briefly mentions Twilio as an emerging communications solution that provides APIs to support in-app chat, notifications, SMS/text messaging, picture, voice, and video messaging and user authentication.

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Customer Experience | Customer Communications

How to Make the Transition to the Future of CCM

By: John Zimmerer
June 9th, 2017

Forrester VP and Principal Analyst Craig Le Clair (@CSLeClair) has a new report out: The Future of CCM: Communications-As-A-Service. In this report, Le Clair describes a future in which communications trends don’t favor traditional CCM solutions — the ones that are still serving a siloed, print-focused, operations-centric approach to customer communications.

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Research conducted by Forrester on the value of combining CCM and digital experience.

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Customer Experience | Customer Communications | INTOUCH

Visit Topdown at IASA 2017 to See INTOUCH

By: John Zimmerer
June 1st, 2017

We'll be exhibiting June 4-7 at the IASA 2017 Annual Educational Conference and Business Show in Orlando, Florida. Our focus will be on how INTOUCH®, our new cloud-based Customer Communication Management (CCM) solution, improves both the customer experience and the employee experience in the insurance industry.

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Customer Experience | INTOUCH

Will Customer Service Reps Be Replaced by Chatbots?

By: John Zimmerer
May 30th, 2017

Chatbots are rapidly proliferating across many industries, and their use is expected to continue to increase for the foreseeable future. Consequently, chatbots and other autonomous customer service channels are a hot topic for customer communications managers. But while many companies, particularly enterprises, are eagerly adopting and deploying chatbot technologies for the obvious benefits of cost savings and customers’ convenience, many questions about their efficacy remain. The biggest question of all is whether human customer service representatives will lose their jobs to robots. Writing for CRM.com, Kristopher Arcand asks, “Can Chatbots Fully Replace Humans?” The spoiler is in the rest of the title: Not Yet. In this article we look at why that is.

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Customer Communications | INTOUCH

Forrester on the Future of Customer Communications Management

By: John Zimmerer
May 25th, 2017

Forrester VP and Principal Analyst Craig LeClair (@CSLeClair) has a brand new report out, called The Future of CCM: Communications-As-A-Service. The purpose of the report is to shed light on strategic choices for enterprise architects struggling to figure out how Customer Communications Management (CCM) fits in an increasingly cloud-centric, multi-platform digital experience technology landscape.

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Customer Experience

Brian Solis: Customer Experience Is the New Marketing

By: John Zimmerer
May 19th, 2017

In “Customer Experience Is the New Marketing and Customer Experiences Are the New Brand,” Brian Solis (@briansolis), a principal analyst for Altimeter Group, uses humor and a handful of recent high-profile customer experience stories in the headlines to make the case that customer experience (CX) is now an inextricable piece of marketing and brand identity. Read on to discover the impact that communication has on customer experience.

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