The evolution from Customer Communications Management (CCM) to Customer Experience Management (CXM)
New regulations concerning customer data and customer interactions
New technological developments are often followed by new legislation. There are several developments at the intersection of digital customer interactions and law. Governments and businesses are increasingly demanding transparency about data processes within organisations. Consider the GDPR. This demand continues to grow and the laws and regulations surrounding it are constantly changing. For the past 30 years, we have closely followed legal developments and continue to do so. We have invested in obtaining an ISAE3000 Type2 certification in information security and last year we took on a Legal & Compliance Officer.
We would like to invite you to discuss this over a nice cup of coffee. Please contact us without obligation.
+31 6 346 585 10
Dennis Koorn
Ready to deliver hyper-personalised, excellent customer experiences?
Before we know it, we will find ourselves in the next phase of the internet. We have now had version 1.0 and are in version 2.0 or do we already have one foot in version 3.0? Regardless of in which stage we find ourselves, one thing is certain; digital innovations are changing consumer demands and wishes. Companies that want to remain competitive must transform and innovate to keep up. This is also expected of us. As we have for the past 30 years, we continue to grow with the market, technology and consumer needs. We will focus on data quality and integration, direction and orchestration, self-service and hyper-personalised digital customer interactions. So that soon our customers, and our customers' customers, will be able to communicate with each other in the metaversion, or internet 3.0.
What is the next step?
Increasing complexity of solutions and services
The many developments in the market (Cloud, SaaS, API, security) mean that we had to increase our capacity and knowledge over the past 30 years in order to keep delivering. We worked hard on that. Our services have also become more complex in the online, managed services and Agile era. That's why we pay a lot of attention to training in this area and have established a Project Management Office.
Combining CCM and CXM with a customer interaction layer
Combining CXM and CCM leads to hyper-personalised, excellent customer experiences.
Based on this belief and our 30-year core expertise in CCM, we developed a vision that has been translated into a customer interaction layer. The customer interaction layer brings together all the systems (and there are more and more, thanks to all the developments), processes and departments involved in customer interaction.
The customer interaction layer and CXM is a way of working that both large companies and small businesses can adopt. There is, of course, a difference in the volume of customer interactions, communications and the number of employees serving consumers. But when applied properly, it puts a smile on both the employee's and the consumer's face. Regardless of a company's size.
Patrick Roelandt: 'Over the past 30 years, we have grown along with this CXM mentality. We are committed to delivering the entire (digital) customer interaction chain on all current and future channels, from letters, text messages, chatbots, voicebots and social media to interactive personalised videos. We are and will remain the largest independent specialist in this field in the Benelux and DACH region. Given the rapid developments in the market, we want to grow a little more, but with a clear ceiling to ensure quality.'
Patrick Roelandt
Managing Director & Co-owner
Dialog Group
To remain competitive, companies must focus on creating an excellent customer experience. Companies are now compared based on convenience and service, rather than a product or service. Banks, insurers and insurance agencies must deliver almost the same excellent customer experience as Netflix or Amazon because that is what consumers expect. And to provide this excellent customer experience, CCM is no longer enough.
So many companies, especially SMBs are on the eve of digital optimisation with the focus placed on customer experience management (CXM). But what does that involve? CXM is an approach to customer relations that goes beyond marketing tools, business processes and software. CXM's goal is to bring about a digital transformation that puts the customer first. This CXM mindset prioritises the orchestration and personalisation of a seamless customer journey on every channel, in real time. That said, CCM continues to play a critical role in delivering excellent customer experiences and digital transformation projects. After all, communication through a letter, portal, app, e-mail or other channel is often the only thing left in digital self-service.
Anno 2022:
mere CCM is no longer enough
In the past, customer experience (CX) was not a topic in 'our world'. Getting high volumes ready for shipment as cheaply as possible - preferably from complex document processes - was the basis of our existence in the 1990s. But at high speeds, based on automated processes for merging templates and data, and in accordance with corporate identity and compliance requirements. Bank statements, UPOs, policies and all correspondence for taxpayers, students and customers rolled out of our software solutions. We made sure that postage costs were reduced by putting communications in one envelope per day instead of a customer receiving multiple letters on the same day. All that has changed now. The world is more digital and faster. Customers expect digital self-service, but always with the opportunity to get in personal contact with an employee. Anytime, anywhere.
At the time Dialog Group was founded, many companies and agencies were focused on customer communications management (CCM). CCM includes all channels and methods used to communicate with customers, such as the traditional channels of telephone, mail and leaflets. In recent years, we've seen these recede further and further into the background and our solutions have also changed. One of the main drivers of this is the rise of digital channels such as e-mail, portals, social media and messaging. These channels allow companies to reach a wider audience and offer a more personalised service. In addition, they ensure that customers (can) have more control over how they communicate with companies. Companies must keep up with these developments to remain competitive. Because now, with the internet, consumers can search for the best deal as well as the best experience. They expect the same personal experience of the past, but now online.
Why we are increasingly talking about Customer Experience Management (CXM)
Our society and our line of business have become increasingly digital over the past 30 years of our existence. We also changed along the way.
2021
ISAE3000 type 2 and EcoVadis Silver certification
2021
Dialog Group expands into DACH region. Branch opened in Germany
Name changes to Dialog Group
2019
Corona accelerates digitalisation of customer contact
2018
GDPR put into effect
2022
Dialog Group celebrates 30 years in business
Acquisition of Eerstestap.nl
2015
Name change: Document Dialog to Dialog Group
2009
Document Dialog nominated for innovation award
Landal GreenParks deploys Document Dialog solution as multichannel sales and marketing tool
2018
Dialog Group wins EMEA System Integrator Award at Pitney Bowes Software
2010
Emergence of Instagram
2009
Birth of WhatsApp
2006
Facebook + YouTube
+ Twitter accessible
to all
2002
Name change: L&K to Document Dialog
2019
Management buyout and creation of tagline Digital Interaction Made Easy
1999
Expansion of operations into Belgium and Luxembourg
1995
Internet and e-mail accessible to the general public
1994
First ever smartphone on the market
1992
Establishment of Dialog Group, then engineering firm L&K
Hooray, Dialog Group is 30 years old! Started in 1992 providing solutions and services for print optimisation and customer communications, now grown into a solutions integrator of (digital) customer interaction solutions. Over the past 30 years, we have continuously grown along with technical developments, expectations and our customers. And that's quite something, because all forms of communication and especially the interaction between consumers and organisations have evolved rapidly over the past few decades thanks to the Internet and the rise of smartphones.
Consumers expect more and more in terms of online customer contact. To meet consumer expectations, customer communications management (CCM) is increasingly giving way to customer experience management (CXM)...
The evolution from Customer Communications Management (CCM) to Customer Experience Management (CXM)
+31 6 346 585 10
Dennis Koorn
We would like to invite you to discuss this over a nice cup of coffee. Please contact us without obligation.
Ready to deliver hyper-personalised, excellent customer experiences?
New regulations concerning customer data and customer interactions
New technological developments are often followed by new legislation. There are several developments at the intersection of digital customer interactions and law. Governments and businesses are increasingly demanding transparency about data processes within organisations. Consider the GDPR. This demand continues to grow and the laws and regulations surrounding it are constantly changing. For the past 30 years, we have closely followed legal developments and continue to do so. We have invested in obtaining an ISAE3000 Type2 certification in information security and last year we took on a Legal & Compliance Officer.
Before we know it, we will find ourselves in the next phase of the internet. We have now had version 1.0 and are in version 2.0 or do we already have one foot in version 3.0? Regardless of in which stage we find ourselves, one thing is certain; digital innovations are changing consumer demands and wishes. Companies that want to remain competitive must transform and innovate to keep up. This is also expected of us. As we have for the past 30 years, we continue to grow with the market, technology and consumer needs. We will focus on data quality and integration, direction and orchestration, self-service and hyper-personalised digital customer interactions. So that soon our customers, and our customers' customers, will be able to communicate with each other in the metaversion, or internet 3.0.
What is the next step?
Increasing complexity of solutions and services
The many developments in the market (Cloud, SaaS, API, security) mean that we had to increase our capacity and knowledge over the past 30 years in order to keep delivering. We worked hard on that. Our services have also become more complex in the online, managed services and Agile era. That's why we pay a lot of attention to training in this area and have established a Project Management Office.
Combining CXM and CCM leads to hyper-personalised, excellent customer experiences.
Based on this belief and our 30-year core expertise in CCM, we developed a vision that has been translated into a customer interaction layer. The customer interaction layer brings together all the systems (and there are more and more, thanks to all the developments), processes and departments involved in customer interaction.
The customer interaction layer and CXM is a way of working that both large companies and small businesses can adopt. There is, of course, a difference in the volume of customer interactions, communications and the number of employees serving consumers. But when applied properly, it puts a smile on both the employee's and the consumer's face. Regardless of a company's size.
Combining CCM and CXM with a customer interaction layer
Patrick Roelandt: 'Over the past 30 years, we have grown along with this CXM mentality. We are committed to delivering the entire (digital) customer interaction chain on all current and future channels, from letters, text messages, chatbots, voicebots and social media to interactive personalised videos. We are and will remain the largest independent specialist in this field in the Benelux and DACH region. Given the rapid developments in the market, we want to grow a little more, but with a clear ceiling to ensure quality.'
Patrick Roelandt
Managing Director & Co-owner
Dialog Group
To remain competitive, companies must focus on creating an excellent customer experience. Companies are now compared based on convenience and service, rather than a product or service. Banks, insurers and insurance agencies must deliver almost the same excellent customer experience as Netflix or Amazon because that is what consumers expect. And to provide this excellent customer experience, CCM is no longer enough.
So many companies, especially SMBs are on the eve of digital optimisation with the focus placed on customer experience management (CXM). But what does that involve? CXM is an approach to customer relations that goes beyond marketing tools, business processes and software. CXM's goal is to bring about a digital transformation that puts the customer first. This CXM mindset prioritises the orchestration and personalisation of a seamless customer journey on every channel, in real time. That said, CCM continues to play a critical role in delivering excellent customer experiences and digital transformation projects. After all, communication through a letter, portal, app, e-mail or other channel is often the only thing left in digital self-service.
Anno 2022:
mere CCM is no longer enough
Why we are increasingly talking about Customer Experience Management (CXM)
2022
Dialog Group celebrates 30 years in business
Acquisition of Eerstestap.nl
2021
ISAE3000 type 2 and EcoVadis Silver certification
2021
Dialog Group expands into DACH region. Branch opened in Germany
Name changes to Dialog Group
2019
Corona accelerates digitalisation of customer contact
2018
GDPR put into effect
2019
Management buyout and creation of tagline Digital Interaction Made Easy
2018
Dialog Group wins EMEA System Integrator Award at Pitney Bowes Software
2015
Name change: Document Dialog to Dialog Group
2010
Emergence of Instagram
2009
Document Dialog nominated for innovation award
Landal GreenParks deploys Document Dialog solution as multichannel sales and marketing tool
2009
Birth of WhatsApp
2006
Facebook + YouTube
+ Twitter accessible
to all
2002
Name change: L&K to Document Dialog
1995
Internet and e-mail accessible to the general public
1999
Expansion of operations into Belgium and Luxembourg
1994
First ever smartphone on the market
1992
Establishment of Dialog Group, then engineering firm L&K
Our society and our line of business have become increasingly digital over the past 30 years of our existence. We also changed along the way.
Hooray, Dialog Group is 30 years old! Started in 1992 providing solutions and services for print optimisation and customer communications, now grown into a solutions integrator of (digital) customer interaction solutions. Over the past 30 years, we have continuously grown along with technical developments, expectations and our customers. And that's quite something, because all forms of communication and especially the interaction between consumers and organisations have evolved rapidly over the past few decades thanks to the Internet and the rise of smartphones.
Consumers expect more and more in terms of online customer contact. To meet consumer expectations, customer communications management (CCM) is increasingly giving way to customer experience management (CXM)...
The evolution from Customer Communications Management (CCM) to Customer Experience Management (CXM)