Customer experience (CX) has been gaining traction; it’s now much more than just a buzzword and it now requires your immediate attention. Whether you are an insurance firm, a bank, or any other type of business that interacts with people, the customer’s journey plays an extremely important role for attracting and retaining customer base.

Have you ever thought about how much correspondence you really need to manage? Think about it: every memo your staff sends—emails and printed letters, document that gets shared with customers, colleagues, and partners—these are all components of an array correspondence that you need to read, delete or respond to in some fashion. Now consider that anything populated with content that moves your business along can benefit from better, more transparent systems. Every piece is important and it all needs to be managed.

We have been writing about the convergence of customer communications management (CCM) and digital customer experience (CX) management technologies for over four years. We researched with Forrester, produced an ebook, and authored a white paper, all digging deeper into the detailed why’s and how’s of the topic.. We were way ahead of the curve then, and still are now.

As artificial intelligence (AI) continues to advance in sophistication and acceptance, robots and technology are taking on more human characteristics and responsibilities in daily life. So ubiquitous has AI become that one Danish study even wonders if robots could be considered our “friends” in the future. Though making connections with machine sounds extremely futuristic, one customer experience (CX) technology available today has improved our ability to get to know our customers on a more intimate basis. Modern digital experience (DX) technologies are changing the game when it comes to making a personal connection.

In The Future of CCM: Communications-As-A-Service, Forrester VP and Principal Analyst Craig Le Clair (@CSLeClair) briefly mentions Twilio as an emerging communications solution that provides APIs to support in-app chat, notifications, SMS/text messaging, picture, voice, and video messaging and user authentication.

Forrester VP and Principal Analyst Craig LeClair (@CSLeClair) has a brand new report out, called The Future of CCM: Communications-As-A-Service. The purpose of the report is to shed light on strategic choices for enterprise architects struggling to figure out how Customer Communications Management (CCM) fits in an increasingly cloud-centric, multi-platform digital experience technology landscape.