Customer Communications Management (CCM) sees major shift to the digital Customer Experience.
“The COVID19 pandemic has driven several shifts in the customer communications management market. CCM is growing in importance. In order to improve their organization’s customer experience capabilities, application leaders must understand CCM trends and the strategies of vendors in this market.”
Recommendation
“Application leaders in charge of customer experience should plug into their organization’s COVID-19 strategies. They must recognize the consumer desire for touchless communications, and respond accordingly by delivering more communications through CCM digital channels. This requires developing a thorough understanding of the digital strategies of existing or potential CCM vendors.”
Analyst report
Lane Severson (Sr. Director Analyst)
Gene Phifer (Distinguished VP Analyst)
Download this Gartner report and discover the changes in CCM demands.
Disclaimer and Report attribution
Gartner, Customer Communications Management Sees Major Shift to the Digital Customer Experience, Gene Phifer, Lane Severson, 19 August 2020 GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.