Content creation continues to play a key role in evolving modern business. However, content creation if left unchecked could cost your organization more time and resources than you necessary. To most effectively utilize content creation, successful businesses invest in a centralized system that allows them to manage their content for maximum reusability in the process.

In 2020, the COVID-19 pandemic accelerated many companies’ digital transformation initiatives. Whether it was healthcare providers prioritizing the evolution of telehealth or insurers increasing the adoption of digital channels, the business world has seen a greater reliance on digital communications to create a unique and user-friendly customer experience.

New technological advances and developments will always prod human innovation. Sometimes, though, if we’re always looking forward, we forget to pay attention to the present that is exposing the future of things that is developing right now before our eyes.

As we finish ringing in the new year in these last couple weeks of January 2021, as always in the first month of the year, it’s a very transitional time. Lest we forget, the events of last year provided us with about every exception in the books.

We’ve talked about 2020 trends and what to avoid in 2021. In fact, we’ve published several posts on CCM trends over the last few years. When we take a step back and plot the curve over time, we clearly see the trajectory of CCM. Here’s where we see customer communication management (CCM) software headed.

How many times have you tried contacting a customer service representative and found yourself waiting. . . and waiting. . . and waiting for what seemed to be an inordinate and unacceptable amount of time. And then you were still left waiting? It’s one of those beyond-frustrating experiences as a customer.