Focusing on the Customer, Cloud and Conversations: 7 Trends in Modern CCM

Customers have spoken loud and clear — they expect to be treated as individuals and to receive timely, relevant and helpful communications with the companies they do business with. What happens if businesses don’t meet these needs? Customers will look elsewhere. Nearly two-thirds of consumers are likely to switch vendors if communications expectations are not met.

Download this whitepaper to discover the seven key CCM trends industry analysts and experts say are revolutionizing customer communications 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; an adoption of more outside-in communications strategies; and much more.