Consumer expectations of instant access to relevant information have made customer experience (CX) an increasingly important metric in business-to-consumer (B2C) communications. This has resulted in a shift in enterprise priorities from reducing costs and risk to increasing business value through improved CX.
This Aspire whitepaper, sponsored by Doxim, outlines how the overall market effect of this shift has been to transform CCM into Customer Experience Management (CXM), or the practice of managing all interactions that a business conducts with its customers with the goal of improving the perception that end customers have about that business. Read on to learn what actions organizations must take to keep pace with these changes.
- The forces behind the CCM market evolution, as uncovered in Aspire’s survey research entitled, “The State of CCM-to-CXM Transformation.”
- The strategies enterprises must adopt to succeed in this new reality
- Some of the fundamental obstacles to communications cohesion
- How Doxim’s platform offering can centralize messaging and streamline workflow to the benefit of every B2C communications stakeholder.