CXM Transformation:

Results from "The State of CCM-to-CXM Transformation" survey research, fundamental obstacles to communication cohesion and strategies to succeed in this new reality.

How Establishing a Single Source of Truth Can Help Businesses Build a Consolidated Communications Strategy

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State of CRM Report Insights

The State of CCM-to-CXM Transformation

About authors

Founded in 2015 by industry expert Kaspar Roos, Aspire is a leading consulting firm specializing in the Customer Communications Management and Customer Experience Management industries. Through deep market expertise and global insights, Aspire works with software vendors, service providers, enterprises, and investors to successfully transform their CCM into CXM. 

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Envato Inc.

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PayPal Inc.

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Bryce Vaughn

Unbounce Inc.

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Doxim is the customer communications and engagement technology leader serving financial and regulated markets, providing omnichannel document solutions and transforming experiences to strengthen engagement throughout the entire lifecycle.

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In this Doxim-sponsored white paper, we will first explore the forces behind the CCM market evolution by reviewing the findings of Aspire’s survey research entitled, “The State of CCM-to-CXM Transformation”.

Then, we will lay out the strategies enterprises must adopt to succeed in this new reality and highlight some of the fundamental obstacles to communications cohesion. Finally, we will explain how Doxim’s platform offering can give businesses the technology they need to centralize messaging and streamline workflow to the benefit of every B2C communications stakeholder.

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.  

The report makes key recommendations and builds a blueprint for organizations looking to shift priorities to increasing business value through improved CX. Research shows that customer experience is now the top priority for nearly two-thirds of over 500 businesses surveyed.