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.
Company founders and C-level executives strive to establish and leave behind a lasting legacy in their industry. But in the Digital Age, running on legacy technology systems is both costly and risky for business.
Service-related customer journeys are a multi-faceted set of interactions between client and company that together comprises a unique customer experience for each journey. Providing an exceptional service-related customer journey requires exceptional customer communication.
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.
2020 heralds a reinvigorated and deeper investment into user engagements and the customer experience (CX). Traditionally, customer communication management (CCM) has focused on transaction-oriented documents, messages, etc., as an operational necessity as opposed to being considered an essential and core component of the customer experience.
Silos. That most dreaded of institutional ideas, a word that implies your organizational structure isn’t cutting it.