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
  • Last year, it was big news when OpenText™ acquired much of HP’s customer experience (CX) and content management software and then, soon after, added its customer communications management (CCM) assets, including Exstream™. We shared our thoughts on this move back in 2016:

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • We first wrote about what the term “digital first” means in customer communications management (CCM) last year, but we wanted to revisit the idea because the digital customer experience landscape is changing. Read on to find out what it means to manage customer engagement across all of your customer journeys, channels and touchpoints.

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
  • As customer communications management (CCM) continues to modernize and expand in scope, taking its place among other customer experience (CX) technologies, we periodically update our CX & CCM Glossary. We hope this helps our readers when thinking about and executing customer communications and all the interactions and touchpoints that make up customer journeys.

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
  • Read My Lips: Clear Communication Can Mean Billions in Revenue is a brand-new Forrester report that examines the outsized impact clear communication has on your brand’s overall customer experience — and in turn, on revenue. In other words, use plain and simple language to communicate with customers to increase your bottom line.

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 an article for Martech Today entitled “Beyond the Martech Stack: It Takes an Orchestra to Solve the Customer Experience,” Barry Levine addresses the challenge of extending the philosophy, processes and technologies of customer-centricity beyond Marketing to the entire organization.

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • So...we did it again. Topdown has been named a "HOT Company in Customer Experience" for 2017 by DOCUMENT Strategy magazine. This is the second time we've made the list, and we're one of only nine companies that can say that.

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...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • In a McKinsey article entitled “From Touchpoints to Journeys: Seeing the World As Customers Do,” Nicholas Maechler, Kevin Neher and Robert Park discuss maximizing customer satisfaction by focusing on the end-to-end customer journey rather than on individual touchpoints as many have in the past.

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • In The Future of CCM: Communications-As-A-Service, Forrester VP and Principal Analyst Craig Le Clair (@CSLeClair) briefly mentions Twilio as an emerging communications solution that provides APIs to support in-app chat, notifications, SMS/text messaging, picture, voice, and video messaging and user authentication.

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • Forrester VP and Principal Analyst Craig Le Clair (@CSLeClair) has a new report out: The Future of CCM: Communications-As-A-Service. In this report, Le Clair describes a future in which communications trends don’t favor traditional CCM solutions — the ones that are still serving a siloed, print-focused, operations-centric approach to customer communications.

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • We'll be exhibiting June 4-7 at the IASA 2017 Annual Educational Conference and Business Show in Orlando, Florida. Our focus will be on how INTOUCH®, our new cloud-based Customer Communication Management (CCM) solution, improves both the customer experience and the employee experience in the insurance industry.

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • Chatbots are rapidly proliferating across many industries, and their use is expected to continue to increase for the foreseeable future. Consequently, chatbots and other autonomous customer service channels are a hot topic for customer communications managers. But while many companies, particularly enterprises, are eagerly adopting and deploying chatbot technologies for the obvious be...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • Forrester VP and Principal Analyst Craig LeClair (@CSLeClair) has a brand new report out, called The Future of CCM: Communications-As-A-Service. The purpose of the report is to shed light on strategic choices for enterprise architects struggling to figure out how Customer Communications Management (CCM) fits in an increasingly cloud-centric, multi-platform digital experience technology...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • In “Customer Experience Is the New Marketing and Customer Experiences Are the New Brand,” Brian Solis (@briansolis), a principal analyst for Altimeter Group, uses humor and a handful of recent high-profile customer experience stories in the headlines to make the case that customer experience (CX) is now an inextricable piece of marketing and brand identity. Read on to discover the impa...

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • Recently we attended Document Strategy Forum 2017 (DSF) and the Blue Cross Blue Shield National Summit (BCBS Summit). These were both great opportunities to talk to people involved in Customer Communications Management (CCM) about what they want and need from their CCM software and where they see customer experience technology going in the future. Here's a bit of what we saw and heard.

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • We'll be exhibiting May 10th and 11th at the Blue Cross Blue Shield 2017 National Summit in Orlando, Florida. Our focus will be on how INTOUCH®, our new cloud-based Customer Communication Management (CCM) solution, improves the health payer plan member experience.

Top Down Systems Corporation (Topdown)
Top Down Systems Corporation (Topdown)
Blog Post
  • We’ve seen a surge of interest and discussion in the digital experience industry around chatbots, so we wanted to chime in with our thoughts on the rise of chatbots and other machine learning and AI-based customer touchpoint technologies as it pertains to Customer Communications Management (CCM) and Topdown’s approach to emerging channels and technologies.

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