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.
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.
Our Offerings Include:
CCM Center of Excellence Advisory Service
Research Reports
Ad hoc Consulting
Strategy Reviews
Strategy Workshops
Analyst Calls
Custom Research
Market Sizing & Forecasting
Ad hoc Consulting
Maturity Assessments
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:
Access insights into the latest technology trends in CCM–CXM
Gain an independent view of how you compare to your industry peers
Discover the possible solutions to your customer communications challenges, using insights into competitive analysis to ensure the solution is really right for you
Gain an understanding of where your challenges lie in perceived bad CX results such as poor CSAT or NPS scoring
Reducing Print Dependency and Transforming Customer Experience for a leading Pension Administrator
Defining a Resilient Sourcing Strategy for a UK Building Society Facing Supplier Disruption
Enabling Cloud-Native CCM Transformation for a Leading Dutch Insurer