John Zimmerer

John Zimmerer is the Senior Director of Marketing at Topdown, where he leads market research and outreach efforts for the company's customer communications management (CCM) and digital customer experience products. Most recently, John has been researching and writing about the future direction of the technologies that power customer experience and is regarded as a thought leader in this area.

FEATURES

Navigating Uncertainty

BY John Zimmerer

Nov. 13 2025

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

July 2019

Here's the Secret to the Mythical Digital Experience Platform

BY John Zimmerer

July 30 2019

Analysts from the leading research firms—who examine the latest use cases for mission-critical customer journeys—are beginning to arrive at the same conclusion: Software products and platforms...

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. On the surface, utility bills
From a Tick Box to Competitive Advantage

By Liz Stephen and Mia Papanicolaou

If there’s one thing we’ve learned after decades in customer communications, it’s this: notifications are never “just notifications.”
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
Turning Resistance into Resilience

By Angele Taylor

Resistance to change is a familiar challenge in any transformation initiative, but it becomes especially entrenched in document-heavy environments. These are the systems and workflows that have been b
Why AI Is the Key to Breaking Down CCM Modernization Barriers

By Patrick Kehoe

For many large, regulated organizations, customer communications management (CCM) systems have quietly become one of the most expensive and limiting parts of the technology stack. According to Aspire

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Creating Effective and Personalized Customer Journeys

From Chaos to Control

Turning Resistance into Resilience

Why AI Is the Key to Breaking Down CCM Modernization Barriers

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