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.
health cx
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
Digital Experience Platform
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...
  • 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