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New research : How to leverage next-gen CCM

by on April 10, 2019 in Digital Marketing, Latest News, Lead Article, News you can use, Nuggets, Research

New research : How to leverage next-gen CCM

Complimentary Gartner Research: Adapt Customer Communications to the Demands of the Digital Customer Experience

According to Gartner, “The demands of digital business are driving organizations to look beyond traditional Customer Communications Management (CCM).”

Access a copy of the research here >>>>

“There are numerous existing and emerging digital engagement channels, including web, mobile, email, conversational AI chatbots and others. CCM, when properly understood, is one of these engagement channels.

However, its history as a purely operational activity has kept CCM tools sidelined in customer experience initiatives.

It doesn’t belong on the sideline.

The information curated via CCM platforms should be a vital part of the customer relationship.

Forward-thinking application leaders are bringing CCM into a broader coordinated strategy that spans all customer engagement touchpoints. By doing so, they can begin to leverage CCM for marketing, CRM and new customer engagement services based on a two-way interactive relationship model.”

Access a copy of the research here >>>>

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