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Communications

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

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Customer Experience

Secrets to Customer Experience Success, Part I: Process v. Project

By: John Zimmerer
March 31st, 2016

This is the first of a four-part series exploring in more detail the ideas presented in Four Surprising Pitfalls in the Way of Great Customer Experience. In that article, we identified four common pitfalls organizations encounter during the complex process of achieving customer experience (CX) maturation:

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Customer Experience

Four Surprising Pitfalls in the Way of a Great Customer Experience

By: John Zimmerer
March 30th, 2016

Customer experience (CX) is the new battlefield on which enterprises must fight in order to remain competitive. However, organizations continue to underestimate the challenge setting up a CX management strategy, plan and infrastructure represents.

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

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Customer Experience

Integrate SaaS Applications into your Digital Experience Architecture

By: John Zimmerer
March 25th, 2016

We’ve mentioned that organizations still need to have more than one digital experience platform and/or adopt additional solutions to address weaknesses and gaps in their existing platforms. Many companies are opting to tack on SaaS solutions to fill their DX gaps. This can be a great approach, with a couple of caveats.

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Customer Experience

What’s in a Digital Experience Platform?

By: John Zimmerer
March 16th, 2016

Forrester analysts have been doing a great job of summarizing, categorizing and evaluating what’s going on in the world of digital customer experience management. Forrester defines the digital experience platform as, “Software to manage, deliver, and optimize experiences consistently across every digital touchpoint,” and that will address six key themes:

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Customer Experience

Business-User-Friendly Design for Digital Experience

By: John Zimmerer
March 1st, 2016

Our customers have told us that they want and need customer communications management (CCM) software that allows line-of-business users to create or modify layouts and document templates without help from technologists... and without having to learn HTML5 or CSS3. They want an intuitive, visual interface like what is now available from user-friendly web design tools, such as Squarespace and Wix. We set out to solve this problem in the development of our new CCM solution. We needed a framework that would allow users to stay in a visual interface, rather than “write code.” But because omni-channel communications require digital-first, responsive design, we needed something that could generate HTML and CSS code on users’ behalf. We found what we needed with Bootstrap.

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