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Communications

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

Blog Feature

Customer Communications | INTOUCH | Content Management

CCM Core Capability: Streamlining the Content Library

By: John Zimmerer
March 8th, 2021

Content creation continues to play a key role in evolving modern business. However, content creation if left unchecked could cost your organization more time and resources than you necessary. To most effectively utilize content creation, successful businesses invest in a centralized system that allows them to manage their content for maximum reusability in the process.

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Customer Experience | INTOUCH | Digital Experience | Digital Transformation

CCM Trend: 'Digital First' Customer Experience

By: John Zimmerer
March 1st, 2021

In 2020, the COVID-19 pandemic accelerated many companies’ digital transformation initiatives. Whether it was healthcare providers prioritizing the evolution of telehealth or insurers increasing the adoption of digital channels, the business world has seen a greater reliance on digital communications to create a unique and user-friendly customer experience.

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