Communications
Everything you need to know about customer communications and customer experience!
Integration | Data | Content Management | Employee Experience | Digital Transformation
By:
John Zimmerer
November 18th, 2019
As organizations increase their focus on the employee experience in the digital workplace, many companies are pursuing integrated workspaces that combine multiple applications. Not surprising, as research shows us that there is a cost incurred every time an employee switches context.
Customer Communications | INTOUCH | Content Management | Digital Transformation
By:
John Zimmerer
August 26th, 2019
The cloud hasn’t always been available. Computing resources, data storage, and application hosting used to be an inside job. In the world of customer communications management (CCM), on-premise content creation platforms and oversized digital systems were the norm for years.
Customer Communications | INTOUCH | Content Management
By:
John Zimmerer
May 6th, 2019
The coolest thing about smart content is that we can finally quantify its impact. We already know that making headway with customer experience (CX) indicators offers a greater return on investment (ROI). In fact, Forrester research has found that for the average direct brokerage, a 1-point improvement in the CX Index score could yield a $6 billion asset improvement.
Customer Experience | Personalization | INTOUCH | Content Management | Digital Experience
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.
Customer Experience | Customer Communications | Content Management
By:
John Zimmerer
December 17th, 2018
What’s so intelligent about smart content?
Customer Experience | Customer Communications | Content Management
By:
John Zimmerer
February 21st, 2017
We’ve been delving into enterprise content management (ECM) technologies as prelude for discussing how we treat “content” in INTOUCH®, our new customer communications management (CCM) software. Software vendors and enterprise leaders need to understand that ECM is evolving rapidly (we’ve written several posts on this topic), and that technology choices made now will impact how smoothly organizations will be able to adapt their content management and digital experience delivery systems to the new way of doing things.