Enterprise Home
ccm-cxm-operating-model

CCM–CXM Operating Model and Center of Excellence

Whether you are already on the road to transforming your customer communications and experience, or you want to get started, Aspire offers bespoke consultancy and advisory services, backed up by independent market research that support the journey.

Strategic Consulting for Enterprises

Aspire provides inspiration sessions and strategy workshops that explore the art of what’s possible when it comes to Customer Experience and help clients input into their CCM-CXM strategy. These one-day offerings are tailored to the specific needs of the business. Technology vendors and service providers also bring us on board to support such sessions with their customers. Aspire has a vast breadth of experience in the CCM-CXM space. We utilize “best of breed” CCM–CJM–CXM maturity models to help businesses get started on their CCM-CXM journey.

CTA
services-3
line-with-a
services-5

Up to Date Market Research

At Aspire, we like to work in a bespoke way with our clients. However, we also deliver off-the-shelf reports on topics shaping the industry such as the AI Opportunity in CCM, the shift to cloud, and the formation of a Center of Excellence.

CTA
line-with-a

Products/Offering include:

  • Aspire_CCS_RGB_STK-BLUE

    CCM Center of Excellence Advisory Service

  • Aspire_CCS_RGB_STK-BLUE

    Research Reports

  • Aspire_CCS_RGB_STK-BLUE

    Ad hoc Consulting

  • Aspire_CCS_RGB_STK-BLUE

    Strategy Reviews

CTA
services-4
line-with-a

Aspire Offerings for Enterprises

Why do this? What our clients ask us…

  • Aspire_CCS_RGB_STK-BLUE

    Help us understand the latest technology trends in CCM–CXM

  • Aspire_CCS_RGB_STK-BLUE

    How do we compare to our industry peers?

  • Aspire_CCS_RGB_STK-BLUE

    What solutions are out there to fix our problems? We need insights into competitive analysis that help us choose the right solution for us.

  • Aspire_CCS_RGB_STK-BLUE

    Help us understand where our challenges lie in perceived bad CX results such as poor CSAT or NPS scoring?

Strategy

Research

Consulting

Aspire_CCS_RGB_STK-02

Strategy Workshops

Analyst Calls

Aspire_CCS_RGB_STK-02

Analyst Custom Research

Market Sizing & Forecasting

Aspire_CCS_RGB_STK-02

Ad hoc Consulting

Maturity Assessments

How We Can Help

As a result of digital transformation, a shift to customer experience and the impact of evolved regulations, enterprises are looking for new ways to structure expert teams in customer communications and digital experience.

Our research shows that more than half of enterprises that have gone through digital transformation of their customer communications have shifted control of communications to the business and have set up a central team to support decentralized practitioners by sharing best practices or acting as subject matter experts.

We have worked with operations (for outsourcing) and enterprise IT leaders (for insourcing /procurement of CCM technology) in North America, Europe (including the UK, the Netherlands, the Nordics, and DACH), as well as Australia and New Zealand across several regulated industries (including financial services, banking, pension administration, P&C insurance, life insurance, health insurance, health provider, energy, telecom and others).

RES_BLU_CustomerStories

  • Aspire Customer Stories

US Health Insurer seeks expertise to compare vendor market

March 28, 2024
A large US Healthcare Insurer was reviewing its existing Customer Communications Management (CCM) technology stack. This American Fortune Global 500 and Fortune 500 Company needed to access a trusted, independent and expert view of the vendor market in order to ensure it was using the right technology for the business and its updated Target Operating Model.
Read More →

European Bank Gains the Tools to Meet CX Goals

March 26, 2024
A European Bank was undergoing a review of all communications from the business, based on its current technology platform. Having recently embarked on a digital transformation program, shifting from a traditional way of working to agile teams, the customer wanted to gain an independent view of its position in the market compared with the competition with regards to its customer communications, while ensuring that it was aligned with its vision and mission to put the customer at the centre of the business.
Read More →

Global Insurer Embraces Digital Future

March 4, 2024
A Global Insurer/ Pensions Admin team was looking for expert insight into whether it was in line with the the company’s objective to deliver world class Customer Experience to its customers.
Read More →

UK Challenger Bank Gains Market Validation

February 20, 2024
A UK Challenger Bank / Mutual Society was undergoing a complete re-branding exercise with a new executive team and needed a comprehensive and independent evaluation of its current Customer Communications Management (CCM) / Customer Experience Management (CXM).
Read More →