2019 CCM Predictions: The Year of the Customer, Cloud, and Conversations

In 2018 consumers spoke loud and clear. They made it known that they expect to be treated as individuals and to receive timely, relevant and helpful communications from the companies they do business with. But are enterprises listening? We believe that they are and that the decisions they make in 2019 will reflect this.

What does this mean, specifically? Download this whitepaper to learn what the industry analysts and experts featured in this report predict for 2019, including an increase in the adoption of modern, cloud-based CCM platforms; a shift toward more business user driven tools that allow for greater efficiency and agility; an increased focus on analytics to fuel insight-driven personalization; adoption of more outside-in communications strategies; and much more.