Customer communications and the digital experience (DX) have become so closely related that the gap between the two has already begun shrinking in the customer communications management (CCM) industry. As a result, DX integration has risen to the top as a key factor in making digital workplace technology purchases across businesses and industries.
Just a brief note to let readers know that I wrote an article that was published today by CMSWiRE. The site's theme this month is "digital literacy". The article explores how the user interface and user experience of digital workplace software can help or hinder the digital literacy of front-line employees.
As access to interactive technology continues to grow and is essentially everywhere today, the ongoing digital revolution touches every part of your customers’ daily lives.
Forrester principal analyst Cheryl McKinnon included Topdown in the Now Tech: Content Platforms, Q3 2018 (Forrester Research, Inc., September 26, 2018) research report (paywall). The report was written for enterprise architects (EAs) looking for technology solutions to deliver content as part of a digital business initiative; or, that will be the central component of a cloud-focused strategy or enterprise content management modernization effort. In the report, McKinnon defines the “content platform” technology category by segmenting the marketplace based upon market presence (read: revenue) and functionality. Subsequently, the report provides guidance to EAs for selecting a vendor. Here are our big takeaways from the report.
Technology has changed the face of customer communication.
The way companies use and buy software is changing.