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Customer Communications Blog

Communications

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

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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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Customer Experience | Customer Communications | Digital Experience | Content Services | Digital Transformation

Why CMOs Should Care About Content Services Applications

By: John Zimmerer
August 5th, 2019

Over the past few years, the fundamental responsibilities of the chief marketing officer (CMO) have gradually evolved into a role requiring more technical prowess. In fact,  a new job category, that of chief marketing technologist, has emerged as a typically common role within marketing departments. As prospects and customers continue to engage over digital channels, CMOs with technical expertise will be in greater demand as the qualification to manage modern enterprise marketing requires merging technology with marketing.

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

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Digital Experience

DOCUMENT article: Digital Experience Platform Secrets

By: John Zimmerer
July 30th, 2019

I thought it worth sharing an article published today by DOCUMENT Media on the technologies used to power contextualized, content-driven customer engagement.

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Integration | Customer Communications | Digital Experience

Integrating CCM with your Digital Experience Stack

By: John Zimmerer
July 1st, 2019

We have long been writing about the importance of building a seamless user experience into digital experience (DX) delivery solutions. In fact, seamlessness has become the dominant focus in the age of digital transformation.

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Customer Experience | Personalization | INTOUCH | Content Management | Digital Experience

Increase Personalization with Smart Content

By: John Zimmerer
April 29th, 2019

As artificial intelligence (AI) continues to advance in sophistication and acceptance, robots and technology are taking on more human characteristics and responsibilities in daily life. So ubiquitous has AI become that one Danish study even wonders if robots could be considered our “friends” in the future. Though making connections with machine sounds extremely futuristic, one customer experience (CX) technology available today has improved our ability to get to know our customers on a more intimate basis. Modern digital experience (DX) technologies are changing the game when it comes to making a personal connection.

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Integration | INTOUCH | Digital Experience

Integrating CCM and DX in The Cloud

By: John Zimmerer
April 22nd, 2019

At Topdown, we’ve written a lot about why integrating customer communication management (CCM) with a digital experience platform (DXP) makes a lot of sense. We’ve also written about the differences we see between a digital experience product and a digital experience software stack (i.e., a true “platform”).

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