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Customer Communications Blog

Communications

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

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Customer Experience | Customer Communications | Omni-channel | INTOUCH | Digital Transformation

How to Optimize Customer Communications Across Customer Journeys

By: John Zimmerer
September 9th, 2019

Customer experience (CX) has been gaining traction; it’s now much more than just a buzzword and it now requires your immediate attention. Whether you are an insurance firm, a bank, or any other type of business that interacts with people, the customer’s journey plays an extremely important role for attracting and retaining customer base.

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Integration | Automation | Strategy | Customer Experience | Customer Communications | Omni-channel | Personalization | Data

Customer Experience Trend: Patient Experience Officers on the Rise

By: John Zimmerer
August 3rd, 2015

In customer communications management (CCM), we talk a lot about customer experience (CX) and the business leaders who are tasked with improving CX. We’ve seen a growing trend in some industries to create a CXO, or chief experience officer, to facilitate customer experience improvements throughout the customer’s journey – including, of course, the need for great CCM as a major part of CX strategy.

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

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Customer Experience | Customer Communications | Omni-channel | Customer Journey | Technology

Digital Experience Scope Creep: Getting Your Hands around the Omni-Channel Customer Journey

By: John Zimmerer
February 16th, 2015

In the just-published Forrester Wave™: Web Content Management Systems, Q1 2015 report, analyst Ted Schadler discusses the role of web content management (WCM) systems in a customer journey. He lists the many tools and channels involved in managing customers' digital experiences in this graphic:

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Customer Experience | Customer Communications | Omni-channel

Reflections on 2014: Customer Experience and Customer Communications

By: John Zimmerer
December 8th, 2014

This year was a banner year for Topdown as well as for customer experience management (CXM) and customer communications management (CCM or DOCCM). What follows is a recap of some of the major milestones in our industry, along with our take on what they collectively mean.

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Customer Experience | Customer Communications | Omni-channel

Turkey and Omni-Channel Customer Experience: A Thanksgiving Metaphor

By: John Zimmerer
December 1st, 2014

Like many Americans, we here at Topdown took a few days away from work last week to gather together with family and friends to celebrate and give thanks. Also like many Americans, we ate waaay too much food and had leftovers for days. An interesting thing about a Thanksgiving feast, though, is that no matter how many people gather around the same table, each person experiences the meal in his or her own unique way. One person might take a small amount of each item on the table, wanting to sample a little bit of everything. Another might choose generous helpings of just two or three favorite courses, saving room for dessert. Still another might be a vegetarian and create a feast of tofurkey, fruits and vegetables.

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Customer Experience | Customer Communications | Omni-channel

The Customer Journey Requires Omni-Channel Customer Communications

By: John Zimmerer
November 10th, 2014

Once upon a time, not so very long ago, most large companies communicated with their customers via a single touch point: physical mail. With communication dependent upon mail service, it could take weeks for customers to resolve any issues they had with a company. Oh how the times, and customer expectations, have changed.

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