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Communications

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

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Omni-channel | Customer Journey | Digital Experience

The Flywheel: Updating Your Healthcare Customer Journey Touchpoints

By: Mike Lui
March 7th, 2022

The intersection of various industries is inevitable. One of the most trafficked industry intersections is certainly that where technology meets healthcare. The world of healthcare is undeniably complex and can be extremely difficult to navigate. Not only for the professionals working in the field, but especially for the average everyday person attempting to find help or even just information. Technology has long been integrated into the world of healthcare, and has helped modern western medicine evolve into what it is today. As with many other fields, one of the major shifts in the healthcare industry is where the primary focus lies. Rather than lying with the hospital or the doctors, more and more, the healthcare industry is attempting to cater to the needs of the individual consumers. One way in which this is being approached is through more accessible technology that significantly improves the healthcare customer journey.

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Customer Experience | Customer Journey

CCM Strategies That Prioritize Customers & Customer Journeys

By: Mike Lui
January 10th, 2022

While developments in customer communication management (CCM) software have been impressive to date, the core focus of CCM should always be to optimize the customer journey. Whichever CCM strategy your business ends up maintaining, you will want to ensure that ultimately, your CCM software is enabling your company to elevate the customer experience above all else.

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

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Personalization | Customer Journey | Content Management

Why Recyclable and Reusable Content is so Valuable

By: Mike Lui
November 17th, 2021

The phrase ‘content is king’ is a common expression amongst marketing professionals. The phrase by itself is pretty simple, and the philosophy behind it is that the more content your organization or business produces, through various channels, the wider and deeper of an audience you’ll be able to reach. However, this isn’t the only time in which ‘content is king’. With reusable content libraries, for example, content is not only king, but builds an extraordinary amount of value into your organization.

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Customer Experience | Customer Communications | Customer Journey

How CCM Helps Facilitate Insurance Customer Journeys

By: John Zimmerer
March 22nd, 2021

The customer is always right. Right? Well, as time-tested as that may be, the underlying concept determining customer satisfaction is much more nuanced than someone being right or someone else being wrong. Businesses exist only because customers exist. To put it plainly, without buyers, there is no selling. Narrow down the scope and you find that businesses failing to prioritize the customer experience quickly fall out of grace and even risk going out of business.

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Automation | Customer Journey

Move the Customer Smoothly Along Their Journey with CCM Automation

By: John Zimmerer
February 1st, 2021

How many times have you tried contacting a customer service representative and found yourself waiting. . . and waiting. . . and waiting for what seemed to be an inordinate and unacceptable amount of time. And then you were still left waiting? It’s one of those beyond-frustrating experiences as a customer.

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Customer Experience | Customer Communications | Customer Journey

Elevate The Customer Journey Using CCM

By: John Zimmerer
January 19th, 2021

Loyalty is one of those concepts that’s as old as time itself really. Loyalty, as a trait, has played a major role in much of history, from betrayed loyalty, to misguided loyalty, to heroic loyalty that saves the day. In business, although loyalty may not take on such as epic importance, it does play a very important (some may even say the most important) role in building customer relationships.

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