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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 | Content Management

The Big Deal about Smart Content

By: John Zimmerer
December 17th, 2018

What’s so intelligent about smart content?

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Customer Experience | Customer Communications | Content Management

Enterprise Content Management (ECM) Evolves from Platform to Services

By: John Zimmerer
February 21st, 2017

We’ve been delving into enterprise content management (ECM) technologies as prelude for discussing how we treat “content” in INTOUCH®, our new customer communications management (CCM) software. Software vendors and enterprise leaders need to understand that ECM is evolving rapidly (we’ve written several posts on this topic), and that technology choices made now will impact how smoothly organizations will be able to adapt their content management and digital experience delivery systems to the new way of doing things.

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

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Customer Experience | Content Management

Content Services, Platforms and Applications

By: John Zimmerer
January 3rd, 2017

With the explosion of marketing technologies (martech) in recent years and more and more of the responsibility for customer experience (CX) management falling under the marketing umbrella, marketing leaders find themselves increasingly involved in the technology purchasing process. Some CMOs are working more closely with CTOs and CIOs. Others are morphing into CMTOs (chief marketing technology officers) because tech has become such a central piece of modern enterprise marketing. For this reason, understanding how customer experience delivery software is designed and deployed is going to be a pretty big deal moving forward. It’s not just IT leaders’ responsibility anymore.

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Customer Experience | Content Management

Content Management Strategies (Part 4): Focus on Business Moments

By: John Zimmerer
December 30th, 2016

We’ve been taking a look at Gartner’s strategy planning guide for IT leaders responsible for defining content strategies and selecting tools for customer experience management and delivery, “Content Management for the Digital Era: Rethinking Strategies Beyond 2016.” Analysts Karen M. Shegda, Karen A. Hobert and Hanns Koehler-Kruener make several recommendations in this report.

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Customer Experience | Customer Communications | Content Management

Content Management Strategies (Part 2): Services-Oriented Approach

By: John Zimmerer
December 21st, 2016

The Gartner report, “Content Management for the Digital Era: Rethinking Strategies Beyond 2016,” is a strategy planning guide for IT leaders who are responsible for defining content strategies and selecting tools for customer experience management and delivery. Let’s take a look at the recommendations Gartner analysts Karen M. Shegda, Karen A. Hobert and Hanns Koehler-Kruener make in this report. Their first recommendation was about moving from merely managing content to maximizing its use throughout your organization. You can read about that in Part 1.

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Customer Experience | Content Management

Content Management Strategies (Part 1): Maximizing Content

By: John Zimmerer
December 16th, 2016

The Gartner report, “Content Management for the Digital Era: Rethinking Strategies Beyond 2016,” is a strategy planning guide for IT leaders who are responsible for defining content strategies and selecting tools for customer experience management and delivery. Let’s take a look at the recommendations Gartner analysts Karen M. Shegda, Karen A. Hobert and Hanns Koehler-Kruener make in this report, starting with the first one: moving from merely managing content to maximizing its use throughout your organization.

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