The CCM Evolution: Taking Customer Engagement to a New “Personalized” Nirvana

Tuesday, August 15, 2017 | 2:00 PM ET/11:00 AM PT

Kevin Ricks, Director of Product Management, Customer Engagement Solutions, Pitney Bowes

Allison Lloyd, Editor, DOCUMENT Strategy

About the Webinar:
Relevance. Personalization. 360⁰ View of the Customer. Omni-Channel Engagement. These are the industry “buzzwords” positively disrupting the traditional realm of customer communications management (CCM).

CCM has transformed into customer engagement—creating dynamic, personalized interactions with customers across physical and digital channels, including the ability to market new products and services to up-sell customers.

Our industry is facing the challenge of augmenting historical, physical-based communications, which are generated in traditional CCM applications, into dynamic, personalized engagement tools that deepen the connection with the customer.

Join us for this webinar where we will discuss how you can incorporate personalized content to transform historical CCM communications and to deepen customer engagement. We will also discuss how you can leverage new channels of customer engagement from traditional CCM applications to create relevant customer interactions.

About Our Speaker:

Kevin Ricks, Director of Product Management, Customer Engagement Solutions, Pitney Bowes

Kevin is a Director of Product Management for Pitney Bowes Customer Engagement Solutions. In this role, he leads the strategic vision for the Physical Optimization portfolio of products. Kevin works with clients to augment their customer communications strategy from physical to multi-channel. Prior to joining Pitney Bowes, Kevin worked as a Product Manager at CACI, General Electric, and EMC Documentum. Kevin holds a MBA from the University of Phoenix and continues to be a Project Management Institute Certified PMP.

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