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Customer Communications Blog

Communications

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

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CLIENT LETTER | Automation | Customer Experience | Customer Communications | Technology | INTOUCH | Document Automation | Digital Transformation

How Tech Can Make CCM Easier or Harder

By: John Zimmerer
October 14th, 2019

Customer communications management (CCM) has been—and continues to be—heavily influenced by technology at a pace that shows no signs of slowing down any time soon. While technology has made many aspects of CCM easier, tech has made CCM harder at times, too.

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Customer Experience | Customer Communications | Data | INTOUCH

Why Data Quality Can Make or Break CX

By: John Zimmerer
October 7th, 2019

Customer experience, or CX, has become one of the hottest topics in business today. However, like many words, when thrown around too much, they can lose their meaning.

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

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Customer Experience

How to Stay On-Brand for Better CX

By: John Zimmerer
September 16th, 2019

Customers today have high expectations. Not only do they want high levels of customization, but they also want consistency from the companies they do business with.

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Customer Experience | Customer Communications | Omni-channel | INTOUCH | Digital Transformation

How to Optimize Customer Communications Across Customer Journeys

By: John Zimmerer
September 9th, 2019

Customer experience (CX) has been gaining traction; it’s now much more than just a buzzword and it now requires your immediate attention. Whether you are an insurance firm, a bank, or any other type of business that interacts with people, the customer’s journey plays an extremely important role for attracting and retaining customer base.

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Customer Experience | Customer Communications | Digital Experience

3 Drivers of Content Creation that Improve Your DX

By: John Zimmerer
August 19th, 2019

As you sharpen your focus on adopting new technologies with the promise of reaching more customers, the basic customer communications management (CCM) principles remain the same: the content you create as a business entity needs to speak directly and meaningfully to your customers.

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Strategy | Customer Experience | Customer Communications | Digital Experience

Quantifying Benefits of CCM, CX

By: John Zimmerer
August 12th, 2019

Forrester Research and other firms have found that delivering a customer experience (CX) with ease, effectiveness, and emotion drives higher revenues and profitability versus industry peers. That explains why CX has gotten a lot of attention (or at least lip service) from C-suite executives and board members.

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