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Customer Communications Blog

Communications

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

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Customer Experience | Customer Communications

Why You Need a CCM/CX Implementation Strategy

By: John Zimmerer
September 28th, 2020

The age-old saying goes, “Rome wasn’t built in a day”. In modern parlance, developing a new entity isn’t going to happen overnight, and neither will implementing a significant change to an already well-established organization. This concept holds especially true in the development of a comprehensive customer experience (CX) by creating and enacting a true CX implementation strategy.

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Customer Experience | Customer Communications | Customer Journey

Prioritizing Digital-First Transforms the Customer Journey

By: John Zimmerer
September 14th, 2020

In the past decade, an enormous amount of communication channels have emerged. Most notably, many, if not most of these new communication channels have become digital, a key indicator of the powerful shift toward an interactive world where businesses must be able to operate and communicate with their customers in this realm. ‘Digital-first’ does not necessarily mean digital-only: a digital-first mindset provides companies with greater agility and flexibility to communicate directly with their customer base.

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

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Customer Experience | Customer Communications

Customer Communication and Customer Experience: Who to Follow and Why

By: John Zimmerer
August 31st, 2020

Staying up to date on the most recent trends, standards, and best practices related to customer communication management (CCM) and customer experience (CX) can mean the difference between successfully inspiring brand loyalty and losing your customers early in their journey. Especially now, as the lines between these two categories continues to blur.

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Customer Experience

How Do You Measure CX Success?

By: John Zimmerer
August 24th, 2020

A new emerging metric amongst marketers and business leaders cites customer experience as the new competitive differentiator—Google that phrase and you’ll be amazed at the results. What separates the leaders from the stragglers is the strength of their strategy and the emphasis on measuring their execution. The leaders bake metrics into their approach from the outset: it’s a key element to their overall business strategy and not seen as an afterthought that they bolt on later.

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Strategy | Customer Experience | Customer Communications

The Key Differences Between CCM and CX

By: John Zimmerer
August 17th, 2020

A number of similar-sounding terms are currently being bandied about in the tech industry. To make matters worse, what were once distinct dividing lines defining content-oriented technologies, these boundaries have now become fuzzy. Let’s pause a moment and take a look at the similarities and key differences. You’ll come to have a better understanding of the relationship between customer communication management (CCM) and the customer experience (CX).

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Customer Experience | Customer Communications | Customer Journey

How to Weave CCM into a Customer Journey

By: John Zimmerer
August 10th, 2020

Companies and organizations build relationships with their customers through a series of events and communications. These strings of interactions are categorized as a customer journey and every customer’s journey is unique. Key to this concept is customizing the journey for each individual participant.

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