Christopher Harms

Christopher Harms has assisted companies with managing complex information technology (IT) projects for more than 15 years. As a Solutions Consultant for MaritzCX, his day-to-day challenges include intelligently combining different data sources, deriving insights, developing additional communication channels for touchpoint evaluation, and providing results to user groups. A focus of his work in recent years has been the implementation and automation of holistic IT service management processes for software vendors and their customers.
Toucpoint Management
June 2017
What Is Touchpoint Management Software, and How Does It Improve the Customer Journey?
BY Christopher Harms|Oliver Skeide
June 14 2017
As a customer-centric business, decisions should always be made based on the benefits for customers. This requires a precise understanding of the customer experience at various interaction touchpoints...
  • main
    How IDP is Reshaping CCM: Transactional and Accessible Communications
    By Ernie Crawford
    For decades, customer communications management (CCM) has focused on outbound engagement, such as statements, explanations of benefits (EOBs) and annual notifications of changes (ANOCs), delivered in
  • touchpoint
    Why Every Document Is Now a Touchpoint
    By Gary Gregg
    When I think about how far customer communications have evolved, it’s clear that we’ve entered a new era, one where the regulated document is moving from being an artifact of a transaction
  • Getting Billing ‘Just Right’
    By Mitch Anderson
    How much do I owe?  How do I pay? Where’s my bill? Are any of your customers asking these questions? If so, it might be time to rethink your utility bills. 
  • health cx
    Navigating Uncertainty
    By John Zimmerer
    Economic pressures, regulatory shifts and evolving consumer expectations are converging to create a complex environment for health insurers. Amid this turbulence, many payers are hesitant to invest in