Discover 20 key statistics on the evolution of the Customer Communications Management market that we handpicked and compiled for you. These numbers tell the story of emerging trends, market evolution, and, essentially, how brands try to meet rising customer expectations and improve the customer experience thanks to CCM technology.
These 2025 statistics on CCM will also give you a clear outlook on how organizations are transforming Customer Communication Management (CCM) with new technologies, including Generative AI, automation workflows, and channel unification.
CCM market overview
The CCM market keeps growing at great speed as companies across the world are modernizing their communication systems to offer a better customer experience.
1. The global CCM market is valued at USD 2.31 billion in 2025 and is expected to reach USD 5.29 billion by 2032.
2. Solutions account for 62% of all CCM spending in 2025, highlighting a shift toward integrated communication platforms.
3. 47.6% of CCM systems still run on-premises, even as cloud migration speeds up.
Technology evolution and GenAI
As Generative AI, automation technology and cloud platforms evolve, these new ways of working are transforming how businesses create and deliver personalized customer communications and customer experiences.
4. 56% of leading organizations are focusing on AI-driven personalization to improve customer experiences.
5. Two-thirds of companies report the use of automation tools to handle multichannel communications.
6. 90% of organizations using AI in customer communications report seeing improvements in efficiency or personalization quality.
7. Cloud and hybrid deployments make up just over half of all CCM implementations worldwide.
8. Personalization has been shown to raise click-through rates by 41% and open rates by an impressive 26%.
9. Interactive experiences drive 52.6% more engagement and double conversions.
Customer experience and engagement
Customers value clarity and relevance, and, in 2025, they are more likely than before to walk away when a brand doesn't meet their expectations.
10. 20% of consumers changed providers in 2025 because of poor communication.
11. That number climbs to 25% among 18-to 43-year-olds.
12. Brands with strong omnichannel strategies achieve 89% retention compared to 33% for those without.
13. 81% of consumers just ignore messages they find irrelevant.
14. 70% of consumers have recently stopped engaging with brands that they feel communicate too much.
15. 52% of consumers now expect brands to deliver consistent experiences across all channels, up from 42% in 2023.
Industry and regional insights
Regulated sectors such as financial services and insurance have often led early modernization efforts in customer communications. Healthcare is now catching up as organizations work to modernize their systems.
16. Banking, insurance, and telecom are still the primary adopters of CCM platforms, with BFSI representing 26% of the whole market.
17. Healthcare is the fastest-growing sector, with a projected annual growth rate of 12.8%.
18. Large enterprises account for 58% of global CCM spending, but mid-size firms are getting involved thanks to scalable SaaS models.
19. The human touch still matters: 61% of consumers prefer speaking with a person by phone, chat, or in-store, indicating that the best CCM strategies blend digital convenience with human connection.
20. North America, Europe, and Asia-Pacific drive most CCM growth, with North America leading at 26%.
Wrap up
Customer Communication Management is key to customer experience in 2025. Data shows that companies using modern, AI-powered, cloud-ready CCM solutions are achieving better engagement, faster delivery, increased loyalty, and improved compliance.
CCM today focuses on creating meaningful, personalized conversations that build trust and loyalty at every touchpoint. Businesses that modernize now are forming more connected journeys and stronger customer relationships.
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Frequently Asked Questions
What does Customer Communications Management stand for in 2025?
Customer Communications Management in 2025 unifies design, orchestration, and delivery of compliant, personalized customer communications across print and digital channels.
Why choose Quadient for CCM in 2025?
Quadient holds the #1 global market share in Customer Communications Management and helps enterprises modernize with secure AI, flexible cloud options, and fast time-to-value.
How does Quadient use AI in 2025?
Quadient Inspire connects to preferred, pre-trained AI models to speed content creation and personalization while upholding governance and compliance standards.
Is Quadient suitable for regulated industries in 2025?
Yes. Quadient provides audit trails, role-based controls, and policy-aligned templates that help regulated organizations simplify compliance and reduce risk.
What proof shows Quadient is exceptional in 2025?
Quadient is recognized as a Leader in 2025 industry evaluations, including the SPARK Matrix, and maintains Leader status on the Aspire Leaderboard. Quadient is the number one global market player in Customer Communications Management.