2023 Gartner Market Guide for Customer Communication Management
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. Flash forward to today, and we see this prediction coming to life, with new categories of CCM technology emerging, including Any-Prem and Cloud SaaS CCM.
The 2021 Gartner Market Guide also found that CCM is increasingly moving from high-volume, transactional document output to the dynamic generation of interactive, digital communications. We now see this finding playing out across the market, as on-demand, personalized communications and multi-experience distribution emerge as core CCM capabilities.
But where is the CCM market heading now – and how can you ensure you’re investing in a solution that’s ready to meet the customer experience (CX) demands of today and the future? The answers to these questions and more can be found in the 2023 Gartner Market Guide for Customer Communication Management.
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- Drivers of CCM market evolution and what it means for the state of CX
- Emerging business use cases, market landscape, and future outlook
- Core CCM technology solution capabilities and differentiating factors
- Key recommendations for assessing and selecting 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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