An increasing number of companies are becoming aware of the need to integrate customer communication management (CCM) with the customer experience (CX) strategies and toolsets. These businesses understand that improving the customer experience is more than just a task on one’s to do list; these organizations understand it is a strategy to be closely tied with their overall digital transformation. As a result, these businesses that successfully implement a CX strategy as an integral component of their digital transformation are the most successful in rejuvenating the customer journey from start to finish to the benefit of all parties.
Over the last few years, many more use cases and workloads have shifted to software as a service (SaaS) solutions. In some cases, business leaders are seeking a tool easier to pay for and use, while IT professionals are calling for more flexible deployment options. Striking the right balance can be difficult.
At the moment of first contact between a customer and company, the two parties begin an interaction that hopefully becomes a mutually beneficial relationship. For the company that can begin by understanding and responding immediately, the customer likewise reacts favorably to their newfound brand, your establishment.
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.
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?
Originally developed to help companies streamline, if not to altogether automate, transactional printing, CCM (customer communication management) has matured over the nearly 40 years since its inception. Today, the shift in automated communications continues from print to digital channels. This transition is no longer being driven by cost-saving initiatives cloaked in environmental stewardship, but rather by CX (customer experience) strategy and technology, data and analytics evaluation, and mobile device proliferation.