For the customer communications management (CCM) industry, and for enterprise software in general, monolithic applications are dead. That was my big take-away from a recent IDC webinar that looked at worldwide IT predictions, hosted by IDC SVP and Chief Analyst Frank Gens.
Any organization with heavily regulated documentation—industries such as insurance companies, healthcare payers and providers, and banks—intimately understand that exercising a customer-centric communications strategy has become the new norm.
Choosing a software vendor can be compared to standing in front of a row of vending machines and trying to choose a drink. Staring at all of the available options, it’s easy to feel overwhelmed. All you have to go on are the little bits of information provided on the label and what you can see that’s inside the container. You may not feel confident making a choice; that you might end up with something less than what you really want; which you won’t know for sure until after you’ve made the purchase.
How many times have you heard that we are in a new age of customer communications management (CCM)?
As access to interactive technology continues to grow and is essentially everywhere today, the ongoing digital revolution touches every part of your customers’ daily lives.