TECH SUPPLIER May 2020 - IDC Survey - Doc # US46254920

Customer Communications Management: COVID-19 Impact on CCM Technology Spend

By: Marci MaddoxResearch Director, Digital Experience Strategies

On-line Presentation


This IDC Survey represents data from IDC's survey of 200 U.S. buyers of customer communications management (CCM) technology fielded December 2019 as well as data from IDC's survey of 100 U.S. respondents regarding the impact of COVID-19 on their IT spend (fielded 6-15, April 2020).

The focus of this survey is to look at the spend in CCM, cloud, and artificial intelligence (AI) pre-COVID-19 and the impacts on IT spend in these areas as a result of COVID-19. This analysis takes into consideration the impact of COVID-19 on the need for efficient and expedient communications to customers, employees, suppliers, and partners.

"Never before has the demand for digital communications been as critical than today; during a time when COVID-19 has interrupted normal business practice and placed a dire need to communicate clearly and transparently with people impacted by the current pandemic," stated Marci Maddox, research director, Enterprise Content Strategies at IDC. "Investment in customer communications management platforms, augmented by artificial intelligence and the cloud, to scale crisis communications has been impacted by IT's retracted spending as a result of COVID-19 priorities."


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