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CCM–CXM Operating Model and Center of Excellence

As a result of digital transformation, a shift to customer experience and the impact of evolved regulations, enterprises are looking for new ways to structure expert teams in customer communications and digital experience.

Our research shows that more than half of enterprises that have gone through digital transformation of their customer communications have shifted control of communications to the business and have set up a central team to support decentralized practitioners by sharing best practices or acting as subject matter experts.

Whether you are already on the road to transforming your customer communications and experience, or you want to get started, Aspire CCS offers bespoke consultancy and advisory services, backed up by independent market research that support the journey.

Strategic Consulting for Enterprises

Aspire CCS provides inspiration sessions and strategy workshops that explore the art of what’s possible when it comes to Customer Experience and help clients input into their CCM-CXM strategy. These one-day offerings are tailored to the specific needs of the business. Technology vendors and service providers also bring us on board to support such sessions with their customers. Aspire has a vast breadth of experience in the CCM-CXM space. We utilize “best of breed” CCM–CJM–CXM maturity models to help businesses get started on their CCM-CXM journey.

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Up to Date Market Research

At Aspire CCS, we like to work in a bespoke way with our clients. However, we also deliver off-the-shelf reports on topics shaping the industry such as the AI Opportunity in CCM, the shift to cloud, and the formation of a Center of Excellence.

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Our Offerings Include:

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    CCM Center of Excellence Advisory Service

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    Research Reports

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    Ad hoc Consulting

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    Strategy Reviews

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    Strategy Workshops

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    Analyst Calls

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    Custom Research

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    Market Sizing & Forecasting

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    Ad hoc Consulting

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    Maturity Assessments

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How We Can Help You?

We have worked with operations (for outsourcing) and enterprise IT leaders (for insourcing /procurement of CCM technology) in North America, Europe (including the UK, the Netherlands, the Nordics, and DACH), as well as Australia and New Zealand across several regulated industries (including financial services, banking, pension administration, P&C insurance, life insurance, health insurance, health provider, energy, telecom and others).

Contact us to find out how we can help you:

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    Access insights into the latest technology trends in CCM–CXM

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    Gain an independent view of how you compare to your industry peers

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    Discover the possible solutions to your customer communications challenges, using insights into competitive analysis to ensure the solution is really right for you

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    Gain an understanding of where your challenges lie in perceived bad CX results such as poor CSAT or NPS scoring

US Health Insurer seeks expertise to compare vendor market

A large US Healthcare Insurer was reviewing its existing Customer Communications Management (CCM) technology stack. This American Fortune Global 500 and Fortune 500 Company needed to access a trusted, independent and expert view of the vendor market in order to ensure it was using the right technology for the business and its updated Target Operating Model.
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European Bank Gains the Tools to Meet CX Goals

A European Bank was undergoing a review of all communications from the business, based on its current technology platform. Having recently embarked on a digital transformation program, shifting from a traditional way of working to agile teams, the customer wanted to gain an independent view of its position in the market compared with the competition with regards to its customer communications, while ensuring that it was aligned with its vision and mission to put the customer at the centre of the business.
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Global Insurer Embraces Digital Future

A Global Insurer/ Pensions Admin team was looking for expert insight into whether it was in line with the the company’s objective to deliver world class Customer Experience to its customers.
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UK Challenger Bank Gains Market Validation

A UK Challenger Bank / Mutual Society was undergoing a complete re-branding exercise with a new executive team and needed a comprehensive and independent evaluation of its current Customer Communications Management (CCM) / Customer Experience Management (CXM).
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