Advanced Search

Save or Share this Report

For Enterprise Architecture Professionals

The Future Of CCM: Communications-As-A-Service

Enterprise Cloud Environments Will Orchestrate Diverse Communications Services

May 10, 2017

Primary author headshot

Authors

Why Read This Report

Customer communication has increased in volume, speed, and personalization and is now delivered from a variety of platforms and applications. Coordination of outbound communications with customers is moving to global megacloud vendors, marketing cloud providers, and digital intelligence platforms. Enterprises struggle to develop a coherent communications tech strategy and don't know how customer communications management (CCM) fits. This report sheds light on strategic choices for enterprise architects and the future of CCM.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

Table of Contents

  • Enterprises Struggle To Define Their CCM Approach
  • Communications Trends Don't Favor CCM Solutions
  • CCM Will Complement Emerging Cloud Digital Platforms
  • Recommendations

  • Focus CCM On What It Does Best — Paper Elimination
  • Related Research Documents

Recommended Research