Best Practice Report

Enterprises Need A New Architecture To Manage Communications

AI Will Generate Output, Tailor And Predict Communications, And Analyze Effects

August 19th, 2021
Craig Le Clair, Vice President, Principal Analyst
Craig Le Clair Vice President, Principal Analyst
With contributors:
Glenn O'Donnell , Audrey Lynch , Diane Lynch

Summary

Customer communications today are failing to meet shorter form, personalized, and emerging delivery channel needs. Customer communications management (CCM) technical debt and output silos are inhibiting progress, yet health concerns and pandemic-induced transformation are opening the door for a new, forward-thinking architecture. This report guides tech leaders to revise CCM systems that will centralize data, blend marketing and service communication, embrace new tools to generate content, unify history, and reserve spots for AI to help.

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