CXM Transformation Webinar: How Establishing a Single Source of Truth Can Help Businesses Build a Consolidated Communications Strategy
June 24, 2020 11am EST
CXM Transformation: How Establishing a Single Source of Truth Can Help Businesses Build a Consolidated Communications Strategy
June 24, 2020, 11am EST
Consumer expectations of instant access to relevant information have made customer experience an increasingly important metric in B2C communications. This has resulted in a shift in enterprise priorities from reducing cost and risk to increasing business value through improved customer experience. The overall market effect has been to transform Customer Communications Management (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.
In order to successfully transition to the coming CXM ecosystem, organizations must consolidate customer data and pass control of communications to a centralized team that can track customer journeys and address weak points in the chain.
In this webinar, Will Morgan, Senior Research Analyst for Aspire CCS, will identify the disruptive factors reshaping the customer communications market, and explain the stages of CXM evolution. Scott Biel, Vice President of Sales for Doxim Financial Services, will join the conversation and examine how Doxim’s Customer Engagement Platform can help its clients overcome some of the most fundamental obstacles along the path.
Will is an experienced industry analyst with expertise in the Customer Communications Services market. In his role as Senior Research Analyst at Aspire, Will works alongside the wider analyst team to provide advice, insight, and vital intelligence to the company's expanding customer base on both sides of the Atlantic.
Before joining Aspire, Will worked for Keypoint Intelligence-InfoTrends, where he conducted extensive industry interviews worldwide and directed two major research initiatives for the company. As a member of InfoTrends’ Customer Communications and Business Development Advisory Services, he authored dozens of analysis pieces, white papers, and webinars, and was part of a team that published regular business and consumer surveys as well as a range of market forecasts.
Scott is a Senior Executive Leader with a demonstrated 25 year history of delivering results in the CCM (Customer Communications Management) industry, primarily focused on the Financial Services space. A customer-centric partner with exceptional relationship-building skills and a commitment to helping identify opportunities and articulating solutions that deliver results. Focused on improving customer experience, driving operational effectiveness and cost optimization with enhanced customer communications that leverage digital technologies. Track-record of delivering rapid sales growth, developing and leading teams, guiding overall business strategy and product development, P&L responsibility and organizational leadership.