Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • Topdown has been ranked amongst the top five vendors for strategic direction in the Customer Communications Management (CCM) industry by Aspire Customer Communications Services in the firm's 2018 Aspire Leaderboard for Customer Communications Management. Topdown scored very high on the Leaderboard for strategic direction, largely thanks to its vision of a content services-oriented future as emb...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • Have you ever been passed around on a phone call and gotten frustrated at repeating your explanation each time the call was transferred? That moment of frustration is a perfect illustration of what happens when a company does not provide consistent customer interactions. The negative feeling that develops in this customer experience (CX) has more impact than some may realize.

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • We have a new case study out featuring the New York State Office of the State Comptroller (OSC) Office of Unclaimed Funds (OUF) in Albany, New York. The OUF adopted CLIENT LETTER® this year, and subsequently increased productivity by 40% without hiring more staff. The case study shows what a tremendous difference a customer communications management (CCM) solution from Topdown can make in the e...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • According to Mark Raskino, VP & Gartner Fellow, in the "2017 CEO Survey: CIOs Must Scale Up Digital Business" (Gartner, Inc., March 31, 2017) report (paywall), growth is the number one objective for 58% CEOs, and 42% say "digital first" or "digital to the core" is now their company digital business posture. To achieve those objectives, many CIOs are looking for ways to better understand and res...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • On February 2, 2018, Gartner, Inc., a research and advisory firm, published a report entitled “Extend Content Services Platforms With Applications and Components to Meet Business-Specific Needs” (paywall) within which our INTOUCH® product was mentioned. This post will look at what, we believe, Gartner analysts say in the report and what this new research implies about Gartner’s views on Custome...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • While personalization is quickly becoming the poster child for content services, few brands are unaware of the power of personalization. In fact, according to Gartner analysts Penny Gillespie and Guneet Bharaj, “Personalization is a top priority for application leaders working on digital commerce and customer experience. An effective personalization strategy enhances customer experience, leading t...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • There’s no doubt that personalization is important in today’s business world. Customers don’t just think of it as a nice thing to have anymore — they demand it. According to the 2017 Global Consumer Pulse Research, published by Accenture, 48% of consumers expect specialized treatment for being a good customer, with 33% of those consumers who abandoned a relationship doing so because personalizatio...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • Not that long ago, customer communications management (CCM) would be a part of most companies’ operations department since it was all about automating the printing and mailing of massive amounts of documents. Now, though, CCM has to serve both print and digital channels, so it’s moving under the digital experience (DX) delivery umbrella and becoming an integral piece of an organization's custom...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • What’s your strategy for transitioning your enterprise digital experience (DX) architecture into the future? As technology evolves, do you plan to do a “rip and replace” — dump all your legacy software and replace it with the latest-and-greatest? Probably not. Given the size of your legacy architecture (~75% of the average IT budget), that’s just not a practical or feasible approach for most or...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • Back in 2015, we wrote about digital experience scope creep and the omni-channel customer journey. Our goal was to draw attention to how each department and line of business tended to have its own narrow focus on touchpoints along the customer journey, and to how people, processes and technologies tend to remain siloed from each other, with little to no integration between digital expe...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • In an ever-expanding landscape of digital experience technologies, how do you choose the right technologies to deliver your organization’s best customer experience today and years into the future? It’s an investment that Forrester analyst Ted Schadler says can take five years and cost between $20 million and $200 million for enterprises, so it’s important to get it right.

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • The Forrester Wave™: Digital Experience Platforms, Q3 2017 report came out recently, and we were extremely interested to see how things have changed since the last DX Platform Wave came out in 2015. Analysts Mark Grannan (@mwgrannan) and Ted Schadler (@TedSchadler) identified the 14 most significant DX platform providers and researched, analyzed, and scored them. They ranked Acquia, Ad...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • In a recent article and video for Forbes, “The Case for a Chief Omnichannel Officer,” Blake Morgan (@BlakeMichelleM) argues for the inclusion of a Chief Omnichannel Officer in the C-suite. This would be an executive who manages all employee and customer touchpoints across the organization, getting them out of silos and creating visibility into the customer experience. But isn’t that th...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • Forrester VP and Principal Analyst Craig Le Clair (@CSLeClair) made some predictions about customer communications management (CCM) in The Future of CCM: Communications-As-A-Service. The report sheds light on strategic choices for enterprise architects struggling to figure out how CCM fits in an increasingly cloud-centric, multi-platform digital experience technology landscape. Le Clai...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • Forrester recently established the correlation between clear customer communications and increasing revenue. Using plain and simple language builds trust, which improves customer experience and retention, which positively impacts your bottom line. In contrast, confused customers call your support line for clarification or leave your brand for one they see as more trustworthy and easy t...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • Martech is out of control. There’s just way too much out there now to feel like you can effectively understand your options and evaluate the best technology purchases for your organization. The best illustration of how crazy the martech marketplace has gotten remains Scott Brinker’s Marketing Technology Landscape Supergraphic, the 2017 version of which shows a mind-boggling 5,381 solut...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • In “Why Your Business Needs to Know About — and Prioritise — ‘Operational Customer Experience’”, Alok Kulkarni asserts that “there is a crucial element of CX that has been overlooked within the customer engagement management landscape. It’s called Operational Customer Experience (OCX) — applied effectively, it could transform the way your company communicates.” Since OCX specifically f...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • In the past, software purchasing decisions and governance went more or less exclusively through the IT department. With the explosion of point solutions and easy-to-implement SaaS software, though, individual departments and lines of business (LOB) have been purchasing their own software for their own particular needs and operating more and more independently of each other.

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • A big part of my job at Topdown is to keep up with the latest research on and reporting about trends and expectations for customer communications management (CCM) and customer experience (CX). I talk to industry analysts quite frequently and read their reports with great attention because analyst research and feedback has been and continues to be a key input into our product developmen...

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