Forrester Report: Enterprises Need a New Architecture to Manage Communications

AI will generate output, tailor and predict communications, and analyze effects

Forrester report CCM

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, organizations 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 centralized look
  • Channel action diversifies
  • Service and marketing communications blend
  • Content generation moves beyond print and traditional e-delivery
  • Communication histroy is unified

Complete the form fields required to access the report, courtesy of Quadient.


Authored by: 
Craig Le Clair with Glenn O'Donnell, Audrey Lynch, Diane Lynch - Aug 19, 2021

Forrester Enterprises Need a New Architecture to Manager Communications









 

Experience

Experience

A rich history of world-class leadership

Backed by the experts

Backed by the experts

Gartner, Forrester, and Aspire

Expertise

Expertise

8 billion personalized experiences annually

Proven results

Proven results

97% customer satisfaction rate