John Zimmerer is the senior director of marketing at Topdown, where he leads market research and outreach efforts for the company's customer communication management (CCM) and digital customer experience products. Most recently, Zimmerer has been researching and writing about the future direction of the technologies that power customer experience (CX), and is regarded as a thought leader in this area. Visit the Topdown blog, connect with him on LinkedIn, or follow him on Twitter @johnzimmerer.