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By Richard Huff Ensuring the success of your customer communications strategy requires constant vigilance and willingness to make improvements. By starting with small, measurable steps and working toward implementing your organization’s overall CCM goals, improved processes can enrich the overall customer experience. A great way to start is by creating customer journey maps that outline […]
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By Amber Knight, Program/Project Manager and Analyst Typically, requirements gathering is conducted at the beginning of a project and can take up a large portion of the project timeline. The documented requirements are used as specifications to build the solution being delivered (deliverables), often in the form of a solution design document or similar. Once […]
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By Richard Huff As an analyst and consulting firm, Madison Advisors takes immense pride in offering enterprise clients context-specific guidance that leads to success in customer communications management (CCM). While it’s true that the quality of our research reflects our team’s combined experience in the industries we serve, we’re also committed to staying current on […]
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By Amber Knight In the past, I was a senior project manager for a large international customer communications management (CCM) service provider. Over the years, I supported several areas within the organization including sales, implementation and production. I was fortunate to be one of the employees selected to participate in our Six Sigma program. As […]
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By Richard Huff Organizations collect and store personal customer data for a wide range of purposes, including marketing, fraud prevention, and identity verification. As a result of the public’s concern over how their personal data is used and shared, regulations have propagated at state and federal levels to establish consumers’ data privacy rights. Organizations must […]
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By Amber Knight, Senior Project Manager and Analyst The customer communications management (CCM) onboarding process is the first opportunity for your organization to connect with a new customer and is a key building block in the foundation of the relationship. An effective onboarding process not only gives your customer a clear path forward, but also […]
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By Richard Huff With the growth in digital customer interactions, organizations have seen an exponential growth in customer data volume, especially during the pandemic as more customers adopted multiple digital channels for purchasing goods and services. Among the varied data are customer-chosen preferences and consent to contact, which is often distributed across numerous back-office applications […]
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By Richard Huff Artificial intelligence (AI) makes for big headlines. Applications such as ChatGPT offer the ability to “write” term papers and also stand as one of the drivers behind the 2023 Writers Guild of America strike. AI impacts all aspects of modern life. In the context of customer communications, AI provides a number of […]
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By Richard Huff Document accessibility was a hot topic of conversation at Madison Advisors’ 2023 CCM/CX Executive Roundtable in March. At the Roundtable, digital document access was identified as a top priority for improved customer experiences. Accessibility refers to features that enable recipients with disabilities to read a document. For digital documents, accessibility can range […]
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By Kemal Carr We held our 10th CCM/CX Executive Roundtable this March 6-9 in Fort Lauderdale. It is always an exciting time for me to connect again with those who have attended in the past and those who are new to the Roundtable experience. Participants at the Roundtable come from a variety of industries (and […]
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Over the past two decades, Madison Advisors' industry-neutral expertise enables enterprise organizations, service providers and technology providers to achieve their strategic objectives around today’s evolving customer communications management (CCM) requirements.
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