We saw the inception of customer communications management (CCM) systems about 20 years ago when what was then known as document composition software evolved to include significant personalization capabilities. Fast forward to today and CCM also has become the foundation for the newer and broader concept of customer experience management (CXM).

COLLEYVILLE, TX (February 21, 2023) — Madison Advisors—Madison Advisors has published a new brief entitled “Mastering RFP Vendor Selection” that presents the methodology it has developed based on comprehensive assessments of the print service provider (PSP) market and the intersection with the needs of enterprises.

Madison Advisors has published a new brief entitled “Mastering RFP Vendor Selection” that presents the methodology it has developed based on comprehensive assessments of the print service provider (PSP) market and the intersection with the needs of enterprises.

Creating a seamless customer experience can sometimes feel more like an art than a science because every client has different expectations. While some flexibility is needed to satisfy individual preferences, it is possible to create a customer experience that will inspire loyalty to your brand no matter who your clients are. Here are the five best practices that we have seen that, once in play, can give your customers a superlative experience.

Colleyville, TX – Madison Advisors has published a brief on the current state of the automated document factory (ADF) model and the need to break free of the traditional page-based paradigm to support communications in multiple formats. In the brief entitled “Automated Document Factory Solutions Enter the Digital Age,” eight vendors participated in the research to provide information on the state of the ADF market.

Interactive personalized video (IPV) offers a new customer communication channel, which is well suited for inclusion with other print service provider (PSP) offerings. IPV utilizes corporate data, video clips, animation, and voice overs to be assembled based on a sophisticated set of rules. Because PSPs already receive and process client customer data, they can leverage the same data to create new customer communications.

Businesses large and small have been impacted by the COVID-19 pandemic and, in some cases, their entire business models have changed. Employees who now work remotely have proven they are still productive, and many of them want to continue working from a home office. This has triggered some strategic thinking about what to do with currently owned or rented office space, particularly because letting much of it go can deliver positive results to the bottom line.

Colleyville, TX—Madison Advisors—Madison Advisors has published a brief on the customer communications management (CCM) hosted managed services (HMS) market to provide insights on how to evaluate a CCM HMS provider’s overall solutions. “The CCM HMS market continues to evolve through emerging providers and acquisition of existing providers. In addition, the solutions continue to add new components for managing data and content elements, which represent the essence of all customer communications,” said Kemal Carr, president of Madison Advisors.

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.