CCM Shifts to Cloud-based, Dynamic Interactions Driven by the Customer
According to the 2021 Gartner Market Guide for Customer Communication Management¹, by 2023, over 75% of all customer communication management (CCM) implementations will be cloud or hybrid solutions, and digital delivery is expected to grow to over 50% market share across all industries.
While historically, the CCM market has focused on highly regulated industries that require high-volume, transactional document generation, a shift to cloud-based communications that can support diverse use cases and end-to-end customer journeys spanning multiple channels and touchpoints is now being seen. Legacy platforms are being challenged by cloud-deployed, digital-first solutions that are focused on interactive use cases and holistic integration with CX technology.
"Today’s CCM market embraces a more dynamic, interactive model. CCM applications create personalized, on-demand communications that support multi-experience distribution, often based on the recipient’s preferences, rather than the sender’s," writes Gartner¹. As the market signals a shift towards supporting the total customer experience (CXM), and as enterprises look to consolidate legacy systems, now is the time to assess your vendor's future readiness.
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Quadient is proud to be featured as one of the market's primary CCM vendors, recognized for having a high degree of market visibility and traction, advanced solution capabilities, and a high volume of Gartner inquiries in the preceding twelve months. To help you navigate the complexities of the evolving CCM market and identify a vendor with the capabilities needed to support your omnichannel CX goals, we are offering complimentary Market Guide access.
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- Drivers of CCM market evolution and what it means for the state of CX
- In-depth market analysis, emerging use cases, and future trends outlook
- Core capabilities and differentiating factors of a CCM technology solution
- Key recommendations and considerations for assessing a CCM solution
- *List of the market’s primary CCM vendors with high-level capabilities
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1. Gartner Market Guide for Customer Communications Management; Tim Nelms, Gene Phifer; 9 June 2021.
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