PANEL – The Great CCM Debate
Title: PANEL – The Great CCM Debate
Track: The Customer Experience
Date/Time: Tuesday April 5th – 4:00pm to 4:50pm
Room: Bonaire 7
Moderator: Stephanie Pieruccini
Panelists: Scott Draeger, Denise Miano, Michael Wright
Customer Communications Management (CCM) continues to be a hot topic despite being around for several years. All companies want to better communicate with their customers. Most companies acknowledge customer communications as a priority. Some have a documented communication strategy, and many do not. The definition of customer communications management varies greatly. What has been accomplished so far? Where are we headed? Are companies looking for greater customer retention, higher “lifetime revenue,” new customer acquisition or all of the above? Are we moving from customer experience to customer engagement? How does multi-channel synchronicity factor into the strategy? What is a center of excellence? Come and hear our panel of experts answer these and many other questions in “The Great CCM Debate.”
