TECH BUYER Jun 2022 - IDC MarketScape - Doc # US48167722

IDC MarketScape: Worldwide Cloud Customer Communications Management Applications 2022 Vendor Assessment — Dynamic Delivery of Multichannel Personalized Experiences


Marci Maddox

This IDC MarketScape provides an assessment of 13 cloud-based customer communications management application vendors that emphasize delivery of multichannel, personalized, and interactive communications to improve the customer experience. This assessment discusses the shift from traditional document generation to a more immersive customer-engaged form of communication. The evaluation is based on a rigorous framework that assesses vendors relative to the criteria and the market. The study highlights the factors expected to be the most influential for buyers to define a connected customer communication strategy and define a short list of vendors best suited for their industry, company size, and technology environment.

"Customer communications management applications are a diamond in the rough for providing connected and engaging customer experiences," says Marci Maddox, research director of IDC's Digital Experience Strategies program. "CCM cut its teeth on generating and delivering some of the most complex and highly regulated documents at scale — in both print and digital mediums to millions of people around the globe — long before the cloud was born. This market has quietly transitioned to a multichannel personalized communication powerhouse and is an untapped resource for many customer experience strategies. Technology buyers should consider the benefits that a CCM application can provide to deliver consistent, engaging, and highly interactive relationships their customers will appreciate and in turn boost loyalty, lifetime value, and profit margins to the business."



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