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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 | Personalization | INTOUCH | Content Management | Digital Experience

Increase Personalization with Smart Content

By: John Zimmerer
April 29th, 2019

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.

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Customer Experience | Customer Communications | Personalization

Four Ways to Incorporate Personalization for Your Customers

By: John Zimmerer
July 30th, 2018

With respect to customer communications, personalization is extremely important.

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

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Customer Experience | Customer Communications | Personalization

Personalization Is a Core Capability, Not a (Single) Product

By: John Zimmerer
January 15th, 2018

While personalization is quickly becoming the poster child for content services, few brands are unaware of the power of personalization. In fact, according to Gartner analysts Penny Gillespie and Guneet Bharaj, “Personalization is a top priority for application leaders working on digital commerce and customer experience. An effective personalization strategy enhances customer experience, leading to reduced costs as well as increased revenue from greater customer satisfaction, loyalty and advocacy.”

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Customer Experience | Customer Communications | Personalization

How to Meet Customers’ Expectations for Hyper-Personalization

By: John Zimmerer
January 12th, 2018

There’s no doubt that personalization is important in today’s business world. Customers don’t just think of it as a nice thing to have anymore — they demand it. According to the 2017 Global Consumer Pulse Research, published by Accenture, 48% of consumers expect specialized treatment for being a good customer, with 33% of those consumers who abandoned a relationship doing so because personalization was lacking.

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Integration | Customer | Personalization | Data

Master Data Management

By: John Zimmerer
November 12th, 2015

Using Master Data Management to Close Gaps in Customer Experience Gartner defines master data management (MDM) as “a technology-enabled discipline in which business and IT work together to ensure the uniformity, accuracy, stewardship, semantic consistency and accountability of the enterprise’s official shared master data assets. Master data is the consistent and uniform set of identifiers and extended attributes that describes the core entities of the enterprise including customers, prospects, citizens, suppliers, sites, hierarchies and chart of accounts.” Basically, it means linking all data sources into a single master file that provides a common point of reference.

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Integration | Automation | Strategy | Customer Experience | Customer Communications | Omni-channel | Personalization | Data

Customer Experience Trend: Patient Experience Officers on the Rise

By: John Zimmerer
August 3rd, 2015

In customer communications management (CCM), we talk a lot about customer experience (CX) and the business leaders who are tasked with improving CX. We’ve seen a growing trend in some industries to create a CXO, or chief experience officer, to facilitate customer experience improvements throughout the customer’s journey – including, of course, the need for great CCM as a major part of CX strategy.

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