Traditional CCM capabilities are morphing, blending customer engagement data, and realizing that protecting its integrity, accessibility and utility is vital to the customer relationship

Traditional DXPs are lacking most of the CCM functionalities. A key feature of CCM is the creation and distribution of billing statements and other documents through analog channels

The three biggest trends in CCM: the shift to cloud, business user self-service, and a focus on customer experience

Customer Communications Management (CCM) has effectively become part of Customer Experience Management (CXM) - the practice of managing all interactions that a business conducts with its customers with the express goal of improving the perception that customers have about that business.

The evolving sentiments and changing business realities brought on by the pandemic & social distancing have resulted in an unprecedented acceleration in the digitization of customer communications

Traditional CCM capabilities are morphing, blending customer engagement data, and realizing that protecting its integrity, accessibility and utility is vital to the customer relationship

Traditional DXPs are lacking most of the CCM functionalities. A key feature of CCM is the creation and distribution of billing statements and other documents through analog channels