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Communications

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

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Omni-channel | Customer Journey | Digital Experience

The Flywheel: Updating Your Healthcare Customer Journey Touchpoints

By: Mike Lui
March 7th, 2022

The intersection of various industries is inevitable. One of the most trafficked industry intersections is certainly that where technology meets healthcare. The world of healthcare is undeniably complex and can be extremely difficult to navigate. Not only for the professionals working in the field, but especially for the average everyday person attempting to find help or even just information. Technology has long been integrated into the world of healthcare, and has helped modern western medicine evolve into what it is today. As with many other fields, one of the major shifts in the healthcare industry is where the primary focus lies. Rather than lying with the hospital or the doctors, more and more, the healthcare industry is attempting to cater to the needs of the individual consumers. One way in which this is being approached is through more accessible technology that significantly improves the healthcare customer journey. 

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Marketing | Strategy | Customer Experience

6 Customer Engagement Best Practices: 2022 Edition

By: Mike Lui
February 21st, 2022

The modern economy is defined by the customer relationship. This is due to the intersection of technology, transparency, and previously overlooked issues becoming urgent and prevalent. For example, the undeniable science of climate change has completely changed the way that conscious businesses operate. This is also because, thanks to technology and the internet of things (IoT), the average consumer now has access to the necessary information to support businesses based on things like environmental consciousness, if they choose. In turn, this forces businesses that want to stay competitive to operate in ways that align with their desired consumer demographics. Understanding how valuable the customer relationship is, is only one half of the equation. The other is putting it into practice. As such, here’s Topdown Systems list of customer engagement best practices for 2022. 

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

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Automation | Customer Experience

How AI Can Improve The Customer Experience

By: Mike Lui
February 7th, 2022

Business and technology found a partnership unlike any other a long, long time ago in a world not so far away. Today, that intersection has evolved into a sprawling jungle of technological advancements made year after year. There have been some major milestones made in the way of propelling business, and society, forward with technology. In our modern world, nearly everyone holds a smartphone, and over the last year specifically, the digital age was drastically accelerated. This was largely due to the events revolving around COVID-19, the shut-down orders, and everything else involved. In fact, this acceleration into a digital era might even continue as the finish line remains uncertain. Regardless, businesses have come to rely on sophisticated technology and integrated systems in order to operate and compete in the modern market. This also results in companies and entrepreneurs finding new and interesting ways to integrate technological solutions into their existing business. In turn, this leads to findings on things like how AI can improve the customer experience. 

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Customer | Customer Experience

Making The Most Out of Customer Relationships

By: Mike Lui
January 24th, 2022

The modern economy is a conglomerate of all the prior economies to todays. An evolved version, if you will. However, there remain remnants of these older economies if you know where to spot them. Customer service, for instance, and more specifically the customer experience is still, today, one of the most vital aspects of running and operating a business. In other words, customer relationships always have, and always will be, a top priority for legitimate business owners. In today’s economy, it’s so vital, in fact, that a single negative customer experience can lead to that customer moving to a competitor. As such, creating a reputation for a highly rated customer experience is a significant advantage in the modern economy.

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Customer Experience | Customer Journey

CCM Strategies That Prioritize Customers & Customer Journeys

By: Mike Lui
January 10th, 2022

While developments in customer communication management (CCM) software have been impressive to date, the core focus of CCM should always be to optimize the customer journey. Whichever CCM strategy your business ends up maintaining, you will want to ensure that ultimately, your CCM software is enabling your company to elevate the customer experience above all else.

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Correspondence | Customer Experience | Personalization | Content Management

Business Logic and Data To Pinpoint Customer Messaging

By: Mike Lui
December 15th, 2021

Communication is the key to any category of relationship. This includes the relationships that businesses and organizations build and maintain with their customers. One of the main elements of maintaining this relationship is in the messaging that businesses utilize. Many organizations implement automated messaging systems, but there’s a fine line between sophisticated customer messaging software systems, and automated bot programs. Creating impactful messaging that connects with the consumer on a personal level is an incredibly valuable aspect that sophisticated CCM software offers your staff and your organization.

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