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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

The Key Differences Between CCM and CX

By: John Zimmerer
August 17th, 2020

A number of similar-sounding terms are currently being bandied about in the tech industry. To make matters worse, what were once distinct dividing lines defining content-oriented technologies, these boundaries have now become fuzzy. Let’s pause a moment and take a look at the similarities and key differences. You’ll come to have a better understanding of the relationship between customer communication management (CCM) and the customer experience (CX).

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Strategy | Customer Experience

Developing CX Strategy in the Age of Digital Transformation

By: John Zimmerer
May 18th, 2020

Digital transformation requires more than simply integrating new digital technologies. True digital transformation translates to overhauling processes, re-architecting operations and reimagining products and services. But are companies truly considering the customer in their digital strategies?

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

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Automation | Strategy | Customer Experience | Customer Communications | Digital Experience

CCM: Automating Customer Satisfaction

By: John Zimmerer
April 20th, 2020

Originally developed to help companies streamline, if not to altogether automate, transactional printing, CCM (customer communication management) has matured over the nearly 40 years since its inception. Today, the shift in automated communications continues from print to digital channels. This transition is no longer being driven by cost-saving initiatives cloaked in environmental stewardship, but rather by CX (customer experience) strategy and technology, data and analytics evaluation, and mobile device proliferation.

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Strategy | Customer Experience | Customer Communications | Technology

Transforming Communications into Experiences

By: Kaspar Roos
January 27th, 2020

From time to time, we are honored to have an industry luminary contribute a post to the Topdown blog. Today, we are thrilled to have Kaspar Roos, head of Aspire CCS, share some insights from a recent industry survey his team conducted on the transformation of customer communications management into customer experience management.

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Strategy | Customer Experience | Customer Communications | Digital Transformation

The Truth About Digital Transformation

By: John Zimmerer
January 21st, 2020

Not so long ago, businesses began significantly changing the way they operate and store data with the invention of the computer. Every year, businesses become less analog and more digital. However, some organizations remain torn as to whether that’s a good thing or not, which begs the question: What’s the difference between digitization and digital transformation?

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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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