According to Gartner, "customer communications management (CCM) is evolving from unidirectional to bidirectional communications. Digital channels make it possible for CCM vendors to provide features for the customer to communicate back to the sending organization.
Examples include, pursuing an advertisement, paying a bill, checking the status of a shipment, or providing product review feedback. This two-way communication reflects the growing emphasis in customer relationship management on conversation and interaction. Business leaders are now exploring how to enhance this experience from both the organizational and the customer side."
Gartner provides recommendations to application leaders in charge of customer relationship management and customer experience on how to adapt to these changes and many more.
Additionally, in this report, Quadient identifies the top four fundamental and converging forces impacting customer experience in 2019.
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