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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 | Cloud

CCM Trend: Cloud-Based Communications

By: John Zimmerer
February 22nd, 2021

New technological advances and developments will always prod human innovation. Sometimes, though, if we’re always looking forward, we forget to pay attention to the present that is exposing the future of things that is developing right now before our eyes.

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Customer Communications

The Importance of 'Digital First' in Customer Experience Management

By: John Zimmerer
February 16th, 2021

As we finish ringing in the new year in these last couple weeks of January 2021, as always in the first month of the year, it’s a very transitional time. Lest we forget, the events of last year provided us with about every exception in the books.

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

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Strategy | Customer Communications | Technology | INTOUCH | Digital Experience | Cloud

Next Generation CCM: Where Topdown Sees Communications Software Headed

By: John Zimmerer
February 8th, 2021

We’ve talked about 2020 trends and what to avoid in 2021. In fact, we’ve published several posts on CCM trends over the last few years. When we take a step back and plot the curve over time, we clearly see the trajectory of CCM. Here’s where we see customer communication management (CCM) software headed.

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Automation | Customer Journey

Move the Customer Smoothly Along Their Journey with CCM Automation

By: John Zimmerer
February 1st, 2021

How many times have you tried contacting a customer service representative and found yourself waiting. . . and waiting. . . and waiting for what seemed to be an inordinate and unacceptable amount of time. And then you were still left waiting? It’s one of those beyond-frustrating experiences as a customer.

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Customer Communications | Content Management

Maintaining Consistency Across Multiple Channels With CCM

By: John Zimmerer
January 25th, 2021

Consistency is an important aspect that influences almost all activities in the life of a business.

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Customer Experience | Customer Communications | Customer Journey

Elevate The Customer Journey Using CCM

By: John Zimmerer
January 19th, 2021

Loyalty is one of those concepts that’s as old as time itself really. Loyalty, as a trait, has played a major role in much of history, from betrayed loyalty, to misguided loyalty, to heroic loyalty that saves the day. In business, although loyalty may not take on such as epic importance, it does play a very important (some may even say the most important) role in building customer relationships.

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