Customer Communications Blog

Over the past few years, the fundamental responsibilities of the chief marketing officer (CMO) have gradually evolved into a role requiring more technical prowess. In fact,  a new job category, that of chief marketing technologist, has emerged as a typically common role within marketing departments. As prospects and customers continue to engage over digital channels, CMOs with technical expertise will be in greater demand as the qualification to manage modern enterprise marketing requires merging technology with marketing.

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.

In the customer communications management (CCM) industry, innovators are scrambling to achieve business agility and to streamline operational efficiency. CCM vendors with content services-based cloud solutions are well positioned as traditional vendors of CCM applications lack the agility to compete with new business and pricing models entering into the marketplace.

According to industry analysts Forrester and Gartner, organizations are in various stages of maturity when it comes to building digital businesses. The most forward thinking of these businesses (only about 13% of companies!) are pursuing an outside-in perspective to digital transformation by focusing on creating value for customers, growing revenue, and increasing operational efficiency.

Nobody wants to work on a puzzle if the pieces don’t fit together. The same idea applies to assembling digital experience (DX) technology stacks.

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?