Category: Customer Engagement Strategies

Highlights of Xploration 15, the Customer Communications Conference

David Stabel and Matt Swain
Apr 23, 2015

Last week, customer communications conference Xploration 15 hosted around 350 participants in Orlando, Florida. This annual conference is a major industry event with more than 60 educational sessions for vendors, service providers, and enterprise attendees.

The educational sessions covered a broad range of CCM topics including workflow and automation-related technology, e-presentment and payment technology and innovation, hosted/cloud managed models, as well as strategy considerations for outsourcing versus maintaining in-house operations. InfoTrends hosted two sessions that covered a review of highlights from our annual customer communications research, and insights on the importance of CCM in an increasing connected world.

Read more »

The Customer Journey as the New Paradigm for Customer Communications Management

David Stabel
Mar 19, 2015

The paradigm for Customer Communications Management (CCM) has changed throughout the years, shifting from transactional mainframe printing to the enablement of personalized and targeted communications, from cost-based to profit-enabling with TransPromo, and from customer service to managing the customer experience. The discussions around customer communications today are about optimizing customer engagement or optimizing ALL customer engagements (touchpoints) that a customer experiences when interacting with a brand (i.e., a customer’s journey). In this blog, I briefly discuss what makes up a customer’s journey and how CCM can be a part of it.

The Customer Communications Journey

Read more »

Highlights of the EBDA Seminar 2015

David Stabel
Mar 18, 2015

On February 26, the European Business Document Associated (EBDA) organized a seminar to discuss the future of print and customer communications. This event took place as a parallel event to the Hunkeler Innovationdays 2015 in Lucerne, Switzerland. Such parallel events are a perfect opportunity for people to participate in as they easily can combine it with a visit to the Hunkeler Innovationdays. InfoTrends was invited as being one of the main speakers at this seminar together with three other industry experts. This blog highlights the key takeaways of the main discussions at the EBDA seminar.

Read more »

2016 InfoTrends, Inc.

WordPress Appliance - Powered by TurnKey Linux