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Customer Communications Blog

Communications

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

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Integration | Customer Communications | Omni-channel | Customer Journey

Customer Communication in Service-Related Customer Journeys

By: John Zimmerer
June 1st, 2020

Service-related customer journeys are a multi-faceted set of interactions between client and company that together comprises a unique customer experience for each journey. Providing an exceptional service-related customer journey requires exceptional customer communication.

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Customer Experience | Customer Communications | Omni-channel | Personalization | Customer Journey | INTOUCH | Digital Experience

Creating Personalized Customer Engagements Across Channels

By: John Zimmerer
May 25th, 2020

Some of you may be old enough to remember when most folks shopped locally. Store clerks knew you by name and asked about your family. They knew exactly what you liked or frequently purchased. The clerks took pleasure—and their time—in helping you get what you wanted.

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

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Strategy | Customer Experience

Developing CX Strategy in the Age of Digital Transformation

By: John Zimmerer
May 18th, 2020

Digital transformation requires more than simply integrating new digital technologies. True digital transformation translates to overhauling processes, re-architecting operations and reimagining products and services. But are companies truly considering the customer in their digital strategies?

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Integration | Customer | Customer Communications

Five More Benefits of CCM Software

By: John Zimmerer
May 11th, 2020

In a previous article, we revealed the top five benefits of customer communication management (CCM) software. In this post, we continue this examination with five more of the top benefits to going digital and implementing a CCM platform in your business.

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Customer Communications

How Cloud and CCM Enable CSRs to WFH

By: John Zimmerer
May 4th, 2020

The COVID-19 pandemic has forced millions of people across the globe to shift from working in an office setting to remotely working from home (WFH). Here at Topdown, we expect the remote digital workplace to become the new norm.

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Integration | Technology | Digital Experience | Digital Transformation | Cloud

Co-Innovation: Modernizing Core Business with The Cloud

By: John Zimmerer
April 27th, 2020

With cloud computing adoption steadily on the rise, many organizations have instigated a “cloud first” strategy to prefer cloud-based solutions to on-premise data and applications. But such an architectural overhaul demands more than a mere managerial mandate; it requires a holistic strategy in order to maximize the full value of the cloud.

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