The Convergence of Customer Communications Management (CCM) and Customer Experience Management (CXM)
THE CONVERGENCE OF CUSTOMER COMMUNICATIONS MANAGEMENT AND CUSTOMER EXPERIENCE MANAGEMENT
When it comes to the customer experience (CX) strategy, customer communications such as contracts, quotes, welcome kits and account statements are often one of the most overlooked - yet critical - components of the customer journey.
These traditional communications have historically been owned and compiled by IT and operations, while the social and digital channels have been owned by marketing and the digital teams. Rarely does the customer voice and the customer's experience get incorporated into their design and delivery.
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