CCM–CXM Operating Model and Center of Excellence

As a result of increasing digital transformation, a growing focus on improving customer experience, and the ongoing impact of evolved regulations, enterprises are looking for new and better ways to structure expert teams in customer communications and digital experience. This journey towards Customer Experience Management (CXM) maturity has led to increasing reliance upon Centers of Excellence (CoEs) to centralize and coordinate customer communications efforts. CoEs play a pivotal role in orchestrating customer communications, ensuring messaging consistency across channels, adhering to branding guidelines, and driving innovation – all with the goal of delivering a seamless and impactful customer experience.

Among businesses that have digitally transformed their customer communications, Aspire CCS’s independent global market research has shown that more than half have shifted communications control from IT to the business and have set up a central team to support decentralized practitioners by sharing best practices or acting as subject matter experts.

The following collection of research reports resources provide:

• An explanation of the recent evolution towards a modern, agile Center of Excellence 2.0 and its relevance for business today.
• Insights into how a CoE 2.0 can tackle key banking challenges, including improving customer experience, ensuring regulatory compliance, and accelerating digital transformation.
• Practical recommendations for establishing and managing a CoE 2.0 in order to help your business enhance customer interactions across all channels and drive innovation in customer communications.

Discover further CoE 2.0 resources from the team at Aspire CCS here.