This exclusive report contains findings from a commissioned research study conducted by Forrester Consulting. The study focused on managing customer-facing communications across the entire customer journey, and is packed with statistics gathered from 150 respondents.
Research findings revealed:
- Why 88% of organizations are not satisfied with their ability to manage customer-facing communications across the entire customer journey;
- Why and how organizations need customer communications management (CCM) to merge into customer experience management (CXM); and
- Why organizations want a web content management (WCM) system to serve as the core of a CCM solution.
Whether you are seeking innovative ideas for improving your CCM, are interested in benchmarking your approach to CCM, or would simply like to learn about the future direction of customer communications management with respect to customer experience, then you will discover fascinating information in this Executive Summary. Fill out the form and read it now!