Trends Report

Brief: Ten Trends Will Reshape Customer Communications Management

March 5th, 2015
Craig Le Clair, Vice President, Principal Analyst
Craig Le Clair Vice President, Principal Analyst
With contributors:
Ted Schadler , Elizabeth Cullen , Alex Cullen

Summary

Enterprise architects face unprecedented pressure from the business to secure technology to help reduce print costs, prepare for mobile payment growth, and revise language used in customer communications. Enterprise architecture (EA) pros are not sure where to look and are being forced to view customer communications management (CCM) in a new light, as a tool they can use to not only help them support the print channel but also help them address the broader goals of the advancing digital customer journey. In response, CCM vendors are revising their platforms to include mobile, align with emerging marketing clouds and digital experience delivery (DXD) platforms, create shared services, and create interactive applications that reduce print. This brief informs enterprise architects of 10 critical trends that should shape their CCM process and platform strategy.

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