As customer expectations continue to rise, the case for digital transformation has become stronger. While traditional CCM channels like email and print remain important, customers are demanding more convenient ways to interact with organisations.
When integrating new channels such as messaging platforms, mobile applications, and social media:
- Use your CCM tools to establish the same look and feel across all touchpoints and channels.
- Map customer journeys to understand where touchpoints fit into the overall customer experience strategy.
- Think about how to adapt communications to different channels and devices to convey information in the most effective way.