Trends Report

GenAI Brings Authenticity To Customer Communications Management

The Death Of Canned Responses

April 9th, 2024
Craig Le Clair, VP, Principal Analyst
Craig Le Clair VP, Principal Analyst
With contributors:
Glenn O'Donnell , Renee Taylor-Huot , Lauren Alexander , Kara Hartig

Summary

Customer communications management (CCM) delivers customer information across print and digital channels. Advances in AI and customer expectations are driving opportunity for improvement. Generative AI (genAI) also has the potential to enhance customer experience and streamline internal document generation processes. Read this report to understand where CCM is headed and what action you should take.

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