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Complimentary access to the 2021 Gartner Market Guide

Gartner predicts that “by 2023, over 75% of all customer communication management implementations will be cloud or hybrid solutions. The need for change is being driven by the wholesale redesign of CX across digital and non-digital channels. CCM is an important platform for CX, since it bridges both digital and non-digital experiences, which are essential to maintaining multi-channel experience services.”

The 2021 Market Guide features actionable recommendations for applications leaders responsible for digital workplace applications, including:

  • Implementing end-to-end customer journeys
  • Consolidating legacy CCM platforms with advanced AI
  • Targeting the use of CCM tools to specific use cases 
  • Increasing the rate of digital-only delivery
  • Deploying design and authoring tools that share component content across multiple output formats
  • Targeting cloud deployment by prioritizing interactive document generation capabilities

Access a complimentary copy of the report by completing the form, featured at right.



1. Gartner Market Guide for Customer Communications Management; Tim Nelms, Gene Phifer; 9 June 2021.

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