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Customer Communications Blog

Communications

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

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Customer Communications | INTOUCH | Content Services

The Truth about Interactive CCM and Content Services

By: John Zimmerer
June 3rd, 2019

In the customer communications management (CCM) industry, innovators are scrambling to achieve business agility and to streamline operational efficiency. CCM vendors with content services-based cloud solutions are well positioned as traditional vendors of CCM applications lack the agility to compete with new business and pricing models entering into the marketplace.

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Digital Experience | Content Services

Content Services as Part of your DX Architecture

By: John Zimmerer
March 4th, 2019

According to industry analysts Forrester and Gartner, organizations are in various stages of maturity when it comes to building digital businesses. The most forward thinking of these businesses (only about 13% of companies!) are pursuing an outside-in perspective to digital transformation by focusing on creating value for customers, growing revenue, and increasing operational efficiency.

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

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Customer Experience | Digital Experience | Content Services

What Does a Mature DX Stack Look Like?

By: John Zimmerer
February 18th, 2019

Nobody wants to work on a puzzle if the pieces don’t fit together. The same idea applies to assembling digital experience (DX) technology stacks.

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Customer Communications | Content Services

Thinking Outside the COTS Box for CCM Software

By: John Zimmerer
February 4th, 2019

Is your firm curating your own customer communications capabilities? Or to put it another way, are you leaving this critical piece of your digital customer experience software stack to outside vendors and hoping for the best?

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Customer Communications | Content Services

How to Tell if Your CCM Solution is Business-Friendly

By: John Zimmerer
January 28th, 2019

Just because a software program gets the job done, that doesn’t mean it’s right for you. With a full array of customer communications management (CCM) solutions on the market, making sure your software package is business-friendly plays a key factor in how useful the program is for your brand and how high the return on investment (ROI) on that CCM software will be.

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Customer Experience | Customer Communications | Content Services

The Advantages of a Cloud-Native CCM System

By: John Zimmerer
January 21st, 2019

Many marketing mavens may well be aware of the capabilities of their customer communications management (CCM) software. However, when asked if their solution is cloud-native or just cloud-based, most would probably shrug a shoulder and ask: What’s the difference? Does it really even matter? It’s just a tech jargon nuance, right? Our response would be, YES! absolutely, there’s a huge difference. As we head into 2019, cloud adoption has become more ubiquitous and mainstream, and as a result, the term “cloud” can take on a variety of interpretations. In fact, what we’ve found to be true is that very few CCM vendors have a cloud-native solution. Many are offering a managed service or a SaaS subscription to software hosted in the cloud, but not created for the cloud. Currently, innovative solutions providers have devised a technical shift in favor of systems created specifically for the cloud. The good news: it’s not prohibitively expensive to get on board. Consider these advantages of a cloud-native system when devising your CCM solution.

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