Is your firm curating your own customer communications capabilities? Or to put it another way, are you leaving this critical piece of your digital customer experience software stack to outside vendors and hoping for the best?

Earlier this year, Topdown engaged the independent service organization Frazier & Deeter LLC to conduct an AICPA System and Organization Controls for Service Organizations (SOC 2) Type 1 audit on our processes, procedures and products. On December 14, 2018, they issued a report of its findings. We are very excited to announce that the analysis—which thoroughly documents the controls Topdown uses to safeguard our customers' data—uncovered zero defects. We encourage our Topdown customers and prospects to review the outcomes of this study, available upon request.

The term “document output management” hasn’t been used much in the last 15 years. This old name for information technology focused on customer communications management (CCM) is confined nowadays to high-volume, batch-oriented printing jobs. This name-change reflects the expanding role of the software required to meet the needs of the modern customer.

We know that, for many industries, customer communications management (CCM) software is one way to deliver the customer experience (CX) that your patrons have come to expect. Most importantly, good CCM platforms can contribute positively to your bottom line by saving both time and money. But how do you know the right customer communications solution in which to invest? We take you through the top four problems with CCM software so you can decide which one provides the best possible return on your investment (ROI).

Any organization with heavily regulated documentation—industries such as insurance companies, healthcare payers and providers, and banks—intimately understand that exercising a customer-centric communications strategy has become the new norm.

It’s amazing how fast a year can fly by, especially as we’ve all been tracking the changes in digital customer experience! As the kids go back to school, I thought I’d take a look at what we’ve seen and learned so far in 2018 and could spot emerging trends.