Forrester Report: Enterprises Need a New Architecture to Manage Communications
AI will generate output, tailor and predict communications, and analyse effects
Complimentary report, courtesy of Quadient
According to Forrester, "Over one-third of Forrester CCM inquiries concern end-of-life or migration challenges due to aging on-premises systems. The time is ripe to make digital output the default and preferred option, unify channels, and get the mobile experience right."
In this report, Forrester builds a compelling case for why enterprises need a new architecture to manage communications going forward.
According to Forrester, "Enterprises are suffering from years of easy fixes and point solutions that created redundant and expensive output silos. . . Enterprises struggle to bring fragmented platforms with overlapping features into a coherent customer experience. True, organisations can close gaps by bringing in new vendors, but in the longer term, they need a new CCM architecture."
In this new CCM architecture:
- Data support takes on a centralised look
- Channel action diversifies
- Service and marketing communications blend
- Content generation moves beyond print and traditional e-delivery
- Communication history is unified
Complete the form fields required to access the report, courtesy of Quadient.
Craig Le Clair with Glenn O'Donnell, Audrey Lynch, Diane Lynch - Aug 19, 2021