2021 Gartner Market Guide for Customer Communication Management
Complimentary access to the 2021 Gartner Market Guide
Gartner predicts that “by 2023, over 75% of all customer communication management implementations will be cloud or hybrid solutions. The need for change is being driven by the wholesale redesign of CX across digital and non-digital channels. CCM is an important platform for CX, since it bridges both digital and non-digital experiences, which are essential to maintaining multi-channel experience services.”
The 2021 Market Guide features actionable recommendations for applications leaders responsible for digital workplace applications, including:
- Implementing end-to-end customer journeys
- Consolidating legacy CCM platforms with advanced AI
- Targeting the use of CCM tools to specific use cases
- Increasing the rate of digital-only delivery
- Deploying design and authoring tools that share component content across multiple output formats
- Targeting cloud deployment by prioritizing interactive document generation capabilities
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1. Gartner Market Guide for Customer Communications Management; Tim Nelms, Gene Phifer; 9 June 2021.
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