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Customer Experience | Customer Communications | Document Automation | RPA
Effective customer communication involves more than screaming messages at your audience.
Customer Experience | Customer Communications | Personalization
With respect to customer communications, personalization is extremely important.
Have you ever been passed around on a phone call and gotten frustrated at repeating your explanation each time the call was transferred? That moment of frustration is a perfect illustration of what happens when a company does not provide consistent customer interactions. The negative feeling that develops in this customer experience (CX) has more impact than some may realize.
Customer Experience | Customer Communications
Not that long ago, customer communications management (CCM) would be a part of most companies’ operations department since it was all about automating the printing and mailing of massive amounts of documents. Now, though, CCM has to serve both print and digital channels, so it’s moving under the digital experience (DX) delivery umbrella and becoming an integral piece of an organization's customer engagement hub. That means the CCM buyer is changing. Here's why that's a good thing.
Customer Experience | Customer Communications
In an ever-expanding landscape of digital experience technologies, how do you choose the right technologies to deliver your organization’s best customer experience today and years into the future? It’s an investment that Forrester analyst Ted Schadler says can take five years and cost between $20 million and $200 million for enterprises, so it’s important to get it right.
Last year, it was big news when OpenText™ acquired much of HP’s customer experience (CX) and content management software and then, soon after, added its customer communications management (CCM) assets, including Exstream™. We shared our thoughts on this move back in 2016:
