2021 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, and digital delivery is expected to grow to over 50% market share across all industries.
While historically, the CCM market has heavily 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 digital-first solutions that are focused on interactive use cases and integration with enterprises' complete CX technology stack.
"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 Gartner. As the market signals a shift towards supporting the total customer experience, and as enterprises increasingly look to consolidate legacy systems with a modern, cloud-based solution, now is a critical time to assess vendor capabilities and ensure your platform can meet your CX objectives.
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- Drivers of CCM market evolution and what it means for the state of CX
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1. Gartner Market Guide for Customer Communications Management; Tim Nelms, Gene Phifer; 9 June 2021.
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