Title: How to Connect CCM to Customer Experience
Track: The Customer Experience
Date/Time: Tuesday, April 5th – 8:30am-9:20am
Room: Bonaire 1
Presenter: John Zimmerer, Director of Marketing, Top Down Systems
Did you know that improving your customer communications is a surefire way to improve your customer experience? Forrester’s Customer Experience Index (CXi) tracks several “drivers” of customer experience for a number of industries, and customer communications is one of the few universal drivers which affects customer experience for every industry. This session will look at the people, processes and technologies of CCM and CX and will explore ways you can improve your customer communications to increase customer satisfaction and improve your customer experience.
- Understand the key similarities and differences between the people, processes and technologies of your customer communications management (CCM) and customer experience (CX).
- Learn how to strategically and tactically align your CCM with your CX. No matter where you are in the process of connecting CCM and CX, you’ll leave with actionable insights for improving both.
About the Presenter: John Zimmerer is the director of marketing at Topdown, where he leads market research and outreach efforts for the company’s customer communications and customer experience products. Most recently, John has been researching and writing about the future direction of the technologies that power customer experience, and is regarded as a thought leader in this area. He has authored articles for DOCUMENT Media, CMSWire, Loyalty360 and other CCM/CM publications, and has presented at numerous industry events for Apple, X-Rite and other companies.