With so many technology buzzwords thrown around these days, it can be hard to determine which ones actually matter. More challenging yet is actually understanding the fine nuances that define them. Here we’ll explain the difference between CCM software and a CCM platform.
Monolithic out-of-the-box customer communications management (CCM) systems are on their way out. Gartner and Forrester research indicate that future CCM use cases will be addressed using best-of-breed content services designed to be part of a larger digital experience architecture.
Is your firm curating your own customer communications capabilities? Or to put it another way, are you leaving this critical piece of your digital customer experience software stack to outside vendors and hoping for the best?
According to Mark Raskino, VP & Gartner Fellow, in the "2017 CEO Survey: CIOs Must Scale Up Digital Business" (Gartner, Inc., March 31, 2017) report (paywall), growth is the number one objective for 58% CEOs, and 42% say "digital first" or "digital to the core" is now their company digital business posture. To achieve those objectives, many CIOs are looking for ways to better understand and respond to customers across channels and departments. However, enterprise architects are struggling to provide technology solutions that enable digital business objectives.