Topdown has once again been ranked as one of the top vendors in the Customer Communications Management (CCM) industry by Aspire Customer Communications Services in the firm's 2019 Leaderboard for Customer Communications Management. Aspire gave Topdown high marks for the company's strategic direction, mostly due to its vision of integrating a 100% cloud-based, content services-oriented future as embodied in their INTOUCH® CCM solution.
Over the past year, we have seen a surge in interest from firms looking to move customer communications management (CCM) to the cloud. As you might guess, these companies are looking to increase efficiency and reduce capital and operating costs. But for business leaders, just because the technology exists does not provide enough of a reason to push a massive migration.
Analysts project that the cloud computing market will reach $411 billion by 2020. In fact, according to Forbes, SaaS global revenue already exceeded Gartner’s 2016 forecasts by over $40 billion. In a shift that is all about efficiency, those in the healthcare, insurance, financial services and other industries are moving en masse to this new environment. Moving correspondence management into this same environment makes every step of content management and communication delivery processes easier and aligns customer communications management (CCM) with digital experience (DX) transformation efforts. It also opens doors to microservice integration that up until now have not been available. An easy way to understand the value of the cloud is to consider what you might be missing if you don’t modernize your enterprise in this way. Let’s look at four ways your brand is behind if you aren’t using a cloud-native CCM solution.
The coolest thing about smart content is that we can finally quantify its impact. We already know that making headway with customer experience (CX) indicators offers a greater return on investment (ROI). In fact, Forrester research has found that for the average direct brokerage, a 1-point improvement in the CX Index score could yield a $6 billion asset improvement.
As artificial intelligence (AI) continues to advance in sophistication and acceptance, robots and technology are taking on more human characteristics and responsibilities in daily life. So ubiquitous has AI become that one Danish study even wonders if robots could be considered our “friends” in the future. Though making connections with machine sounds extremely futuristic, one customer experience (CX) technology available today has improved our ability to get to know our customers on a more intimate basis. Modern digital experience (DX) technologies are changing the game when it comes to making a personal connection.
At Topdown, we’ve written a lot about why integrating customer communication management (CCM) with a digital experience platform (DXP) makes a lot of sense. We’ve also written about the differences we see between a digital experience product and a digital experience software stack (i.e., a true “platform”).