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Customer Communications Blog

Communications

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

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Integration | Data | Content Management | Employee Experience | Digital Transformation

Must-Have Integrations For CCM

By: John Zimmerer
November 18th, 2019

As organizations increase their focus on the employee experience in the digital workplace, many companies are pursuing integrated workspaces that combine multiple applications. Not surprising, as research shows us that there is a cost incurred every time an employee switches context.

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Integration | Customer Communications

3 Integrations With CCM You Can’t Live Without

By: John Zimmerer
October 21st, 2019

Let’s face it, customer communications management (CCM) software is now required by businesses of all sizes for creating consistent, contextual, and compliant customer communications. The marketplace is expanding, and so are the expectations of customers. Homegrown solutions, word processing software and CRM extensions are no longer sufficient. Today, even an enterprise-grade CCM solution is not enough by itself. To get the most out of your investment, CCM software should be integrated with the systems of record (i.e., data sources), systems of engagement (e.g., your customer web portal), and the other digital experience components of your enterprise architecture. Here’s a look at three of the most important CCM integrations available today.

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

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Integration | Customer Experience | Customer Communications | Technology | News | INTOUCH

Topdown Announces Partnership to Bring Cloud-Native Customer Communications Management Solutions to the Global Market

By: John Zimmerer
August 12th, 2019

ROCKVILLE, Maryland, USA — Top Down Systems Corporation (“Topdown”), a leading developer of customer communication management (CCM) software applications, and Infosys, Ltd. (“Infosys”), a global leader in next-generation digital services and consulting, announced today that they are teaming up to provide 100% cloud-based CCM solutions which will help companies across the globe accelerate their digital transformation efforts.

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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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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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Integration | Customer | Personalization | Data

Master Data Management

By: John Zimmerer
November 12th, 2015

Using Master Data Management to Close Gaps in Customer Experience Gartner defines master data management (MDM) as “a technology-enabled discipline in which business and IT work together to ensure the uniformity, accuracy, stewardship, semantic consistency and accountability of the enterprise’s official shared master data assets. Master data is the consistent and uniform set of identifiers and extended attributes that describes the core entities of the enterprise including customers, prospects, citizens, suppliers, sites, hierarchies and chart of accounts.” Basically, it means linking all data sources into a single master file that provides a common point of reference.

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