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Communications

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

Blog Feature

Customer Experience

Definition of Customer Experience As It Pertains to CCM

By: John Zimmerer
August 24th, 2015

You probably already have a pretty good understanding of what customer experience (CX) and customer communications management (CCM) are if you’re reading our blog. But we wanted to take a step back and clarify how we define CX specifically as it pertains to customer communications management.

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Blog Feature

Correspondence | Customer Communications

Do Organizations Still Need a Correspondence Management System?

By: John Zimmerer
August 18th, 2015

In the age of digital-first omnichannel communications, do companies still need a correspondence management system? Yep, they sure do. Despite much chatter to the contrary, the death of print is not yet upon us – at least not in the realm of customer communications management. In fact, our clients, many of whom operate in heavily regulated industries such as health care, financial services, and utilities, tell us that somewhere around 70 percent of their customer-facing communications are still printed and mailed as opposed to being delivered digitally.

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

Blog Feature

Customer Experience

McKinsey & Company Defines “Digital” in an Interesting Way

By: John Zimmerer
August 15th, 2015

We recently recommended that organizations work to define roles and terminology much more clearly as they move forward with their customer experience improvement plans in order to avoid confusion and missed opportunities. McKinsey & Company reinforces this idea in a recent article entitled “What ‘Digital’ Really Means,” asserting, “Even as CEOs push forward with their digital agendas, it’s worth pausing to clarify vocabulary and sharpen language.” The authors of this article specifically focus on the definition of the word “digital,” which represents a surprising diversity of ideas among business leaders:

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Blog Feature

Customer Communications

'Digital First' in Customer Communications Management

By: John Zimmerer
August 11th, 2015

The term “digital first” originated in the news publishing industry a few years ago as a reaction to the rapid growth of online news consumption and the expectation that the death of print was imminent. To survive, journalists had to adapt, and quickly, to an increasingly digital world. They had to publish with the expectation that readers would encounter their news online, and probably on mobile devices, and maybe even in 140 characters or fewer. It was no longer enough to create a print edition and just republish it online. They had to learn to create and present their content for digital consumption first, which was a sea change for decades- or even centuries-old print publishers.

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