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Customer Communications Blog

Communications

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

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Digital Experience | Digital Transformation

Integrating INTOUCH CCM Into Your Composable DXP

By: Mike Lui
June 6th, 2022

The intersection of business and technology is an ever-evolving, constantly changing one. This makes it both fascinating, and extremely fast-paced. While the limits of business-tech are really just being tested, there are often new innovations emerging from the sea each and every year. The ability to experiment, test, and try again are invaluable in creating optimized paths forward. This often means that old systems and accepted best practices are challenged to see if there isn’t a better option or solution. While in some instances the new innovation is clearly the better way forward, this isn’t always the case. Many other times, whether one way is better than the other is a debate that presses on for years to follow. This could very well be the case when it comes to composable DXPs.

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

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Customer Experience | INTOUCH | Digital Experience | Digital Transformation

CCM Trend: 'Digital First' Customer Experience

By: John Zimmerer
March 1st, 2021

In 2020, the COVID-19 pandemic accelerated many companies’ digital transformation initiatives. Whether it was healthcare providers prioritizing the evolution of telehealth or insurers increasing the adoption of digital channels, the business world has seen a greater reliance on digital communications to create a unique and user-friendly customer experience.

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Strategy | Customer Communications | Technology | INTOUCH | Digital Experience | Cloud

Next Generation of CCM: Topdown's Predictions

By: John Zimmerer
February 8th, 2021

We’ve talked about 2020 trends and what to avoid in 2021. In fact, we’ve published several posts on CCM trends over the last few years. When we take a step back and plot the curve over time, we clearly see the trajectory of CCM. Here’s where we see customer communication management (CCM) software headed.

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Automation | Strategy | Customer Experience | Digital Experience | Document Automation

How An Effective Communications Strategy Drives Key Business Metrics

By: John Zimmerer
December 28th, 2020

We’ve all heard of the saying that “communication is key”. But what does that really mean, especially when it comes to business communications? Let’s take a look at how to measure the business impact of creating and sending customer communications.

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Integration | Customer Communications | Omni-channel | Customer Journey | Technology | Digital Experience | Cloud

Redefining The Core Capabilities of CCM Solutions

By: John Zimmerer
June 8th, 2020

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.

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