#CCM and CX

[sanjay19981]

AI and Empathy: Balancing Automation with Human Connection in CX

As a professional navigating the ever-changing environment of CCM and CX, you are likely aware of the exciting potential of artificial intelligence (AI) to significantly improve response times, personalize customer interactions, and streamline operations. However, it is imperative to remind ourselves of the critical importance of empathy in interactions with customers. Let’s explore the intricate balance between utilizing AI to increase productivity and preserving the human connection that is necessary for establishing trust and loyalty.

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Balancing AI and Human Connection: The Challenges

1.  Having an excessive reliance on AI

Even though artificial intelligence has the potential to improve operational efficiency, it frequently results in interactions that feel robotic and impersonal. ‍

Often, automated systems struggle to comprehend nuanced emotional cues, which result in misunderstandings and dissatisfaction on the part of customers.

2.  Empathy gaps

To adequately address customer concerns, automated responses do not always possess the contextual understanding that is required. ‍

This can lead to customers feeling unheard or misunderstood, which may run counter to maintaining high levels of customer satisfaction.

3.  Maintaining human oversight

It is critical to ensure that AI complements, rather than replaces, human agents to maintain empathy during customer interactions. ‍

Taking into consideration human oversight, you are able to remain loyal to your clients, fulfilling their requirements more effectively and establishing more robust partnerships.

Effective Strategies for Combining AI and Human Empathy

1.   Human-in-the-loop systems: ‍

‍The inclusion of human agents who are able to intervene when necessary guarantees empathetic interactions. This approach enables you to keep a personal touch in customer communication while maintaining a balance between the efficiency of AI and the conviviality of human interaction.

2.  Data focused on empathy for AI training: ‍

‍Customer interactions can be greatly improved by training AI solutions with empathy-driven data to improve its comprehension and response to emotions. The implementation of this practice ensures that AI systems become more sensitive to the needs and emotional states of customers, which is in line with your objective of providing an exceptional customer experience.

3.  Utilizing AI to enhance human capabilities:‍

‍One way to gain valuable insights into the feelings of customers and enable more effective responses is to make use of sentiment analysis. Natural language processing (NLP) advancements can assist AI in better comprehending and addressing customer concerns, allowing you to provide higher-quality service.

4.  Maintaining a human touch:

By designing systems that allow for seamless handoffs between human agents and AI, it is possible to ensure complex issues are attended to with the necessary empathy. Through this approach, you can guarantee customer interactions are both effective and personal, thereby increasing overall satisfaction.

Advantages of Achieving Harmony

1.  Improved customer satisfaction

AI-driven insights facilitate personalized communication, substantially increasing customer satisfaction. ‍

It is essential to have human empathy to better handle complex issues and provide a superior customer experience in accordance with company goals.

2.  Establishing trust and loyalty

A well-rounded strategy guarantees uniformity in the customer experience, which, in turn, fosters trust and loyalty. ‍

Long-term success depends on building a stronger bond with customers, which is possible by responding to their needs in a humane way.

3.  Enhancing productivity without impairing empathy

AI facilitates streamlined processes, increasing overall efficiency. ‍

Human validation ensures responses are empathetic, maintaining a high level of customer interaction and highlighting your dedication to excellence.

Achieving the correct blend of AI automation and human connection offers many advantages for successful CCM and CX, including both increased efficiency and boosted customer happiness, trust, and loyalty. It is paramount to prioritize empathy to guarantee a harmonious and effective approach as you continue to incorporate AI into your customer communications strategies. As you strive to provide exceptional customer experiences, keep in mind that the future of CX depends on striking a balance between the efficiency of AI and the irreplaceable human touch that only you can offer.

‍click here for detailed blog

[belwo]

Deliver Exceptional CX with Quadient Inspire Platform

Partner with BelWo to unlock the full potential of your Quadient Inspire CCM platform!

BelWo is your trusted companion for revolutionizing Customer Communications Management (CCM) technology solutions. We're passionate about partnering with you to implement Quadient's state-of-the-art CCM technology and providing the unwavering support and expertise you need to achieve remarkable success.

Why BelWo Is Your Perfect Choice

At BelWo, we understand the unique challenges faced by businesses in the creating a seamless customer experience. But fret not! We've got you covered with our team of friendly experts who possess the experience and knowledge to unlock the full potential of Quadient's CCM platform, propelling your business to new heights. BelWo gets you ready for an exceptional journey filled with:

[cybersecurityict]

Customer Communication Management (CCM) Market Size, Share, Analysis, Forecast, and Growth Trends to 2032: Future-Proofing Enterprise Communications

The Customer Communication Management (CCM) Market was valued at USD 1.7 billion in 2023 and is expected to reach USD 4.5 billion by 2032 while growing at a CAGR of 11.3% over the forecast period of 2024-2032.

Customer Communication Management (CCM) Market is undergoing a transformative shift as organizations across industries recognize the strategic importance of streamlined, personalized, and omnichannel communication. With customer experience (CX) being a competitive differentiator, businesses are increasingly adopting CCM solutions to engage audiences more effectively, improve compliance, and enhance operational efficiency. Cloud-based deployments, automation, and data-driven personalization are at the forefront of this evolution.

Customer Communication Management (CCM) Market is experiencing significant momentum fueled by the rising demand for real-time and consistent customer interactions. Enterprises are leveraging CCM tools to unify messaging across digital and print channels, ensuring contextual engagement. As the digital landscape evolves, so does the CCM ecosystem, integrating with CRM, ERP, and analytics platforms to provide a 360-degree view of the customer journey.

Get Sample Copy of This Report: https://www.snsinsider.com/sample-request/3904 

Market Keyplayers:

Adobe Systems Inc. (Adobe Experience Manager, Adobe Campaign)

OpenText Corporation (OpenText Exstream, OpenText Communications Center)

Smart Communications (SmartCOMM, SmartIQ)

Quadient (Inspire Suite, Inspire Evolve)

Oracle Corporation (Oracle CX, Oracle Eloqua)

Pitney Bowes Inc. (EngageOne, SendPro)

HP Inc. (HP Exstream, HP Output Management)

Neopost SA (Neotouch, OMS-500)

Xerox Corporation (XMPie, DocuShare)

Microsoft Corporation (Microsoft Dynamics 365 Customer Insights, Microsoft Power Platform)

Market Analysis

The CCM market is rapidly expanding with strong growth drivers rooted in the digital transformation wave across sectors such as banking, insurance, healthcare, and telecom. These industries are seeking robust solutions to manage large volumes of communications while maintaining regulatory compliance. The integration of Artificial Intelligence (AI) and Machine Learning (ML) within CCM platforms is revolutionizing how organizations interact with their customers, enabling hyper-personalized experiences at scale. Moreover, the surge in remote working and mobile communication has further accelerated the adoption of cloud-based CCM solutions, enhancing flexibility and scalability.

Market Trends

Increasing adoption of AI-powered automation for personalized messaging

Shift from legacy systems to cloud-native CCM platforms

Rising integration with CRM and digital experience platforms

Growing emphasis on regulatory compliance and data security

Expansion of CCM use cases beyond traditional sectors to include retail and utilities

Omnichannel communication strategies gaining dominance

Self-service and interactive communication formats becoming standard

Market Scope

Omnichannel Reach: Enabling consistent communication across email, SMS, social media, and print.

Data-Driven Personalization: Leveraging analytics to tailor messages that resonate with customer preferences.

Cloud-First Approach: Scalable, flexible deployment supporting remote access and faster updates.

Compliance-Ready Frameworks: Built-in tools to meet GDPR, HIPAA, and other global regulations.

Seamless Integration: Compatibility with enterprise systems like CRM, ERP, and marketing automation platforms.

The scope of CCM solutions is expanding beyond customer service into strategic engagement tools, providing businesses with a unified platform to orchestrate customer journeys across touchpoints.

Market Forecast

The future of the Customer Communication Management market is poised for robust evolution, driven by technological advancements and growing enterprise awareness of the need for real-time, contextual engagement. AI-infused platforms are enabling smarter automation, while seamless cloud integrations ensure speed, scalability, and responsiveness. As customer expectations soar, CCM will play a central role in transforming how brands deliver value, build trust, and maintain long-term relationships. Strategic partnerships, vertical-specific solutions, and platform innovations will define the market's trajectory over the next decade.

Access Complete Report: https://www.snsinsider.com/reports/customer-communication-management-market-3904 

Conclusion

As businesses strive to remain relevant and competitive in an experience-driven economy, Customer Communication Management is no longer optional—it's essential. The CCM market is not just growing; it’s redefining how brands connect with their audiences. From automating critical touchpoints to delivering emotionally intelligent communications, the future belongs to those who prioritize customer-centric strategies.

About Us:

SNS Insider is one of the leading market research and consulting agencies that dominates the market research industry globally. Our company's aim is to give clients the knowledge they require in order to function in changing circumstances. In order to give you current, accurate market data, consumer insights, and opinions so that you can make decisions with confidence, we employ a variety of techniques, including surveys, video talks, and focus groups around the world.

Contact Us:

Jagney Dave - Vice President of Client Engagement

Phone: +1-315 636 4242 (US) | +44- 20 3290 5010 (UK)

[differenttimemachinecrusade]

Customer Communication Management (CCM) Market Size, Share, and Forecast: Industry Scope, Growth & Analysis 2032

The Customer Communication Management (CCM) Market was valued at USD 1.7 billion in 2023 and is expected to reach USD 4.5 billion by 2032 while growing at a CAGR of 11.3% over the forecast period of 2024-2032.

Customer Communication Management (CCM) is transforming how businesses interact with their customers by streamlining and personalizing communication across multiple channels. The increasing demand for digital engagement, automation, and omnichannel communication has fueled the growth of the CCM market. As businesses strive to enhance customer experience, CCM solutions are becoming essential for optimizing interactions, reducing operational costs, and ensuring compliance with regulatory standards.

Customer Communication Management Market continues to evolve as enterprises prioritize seamless communication strategies. The shift towards cloud-based CCM, AI-driven automation, and data-driven personalization is redefining how organizations engage with customers. With growing investments in customer experience (CX) solutions, businesses are leveraging CCM platforms to create meaningful interactions, enhance brand loyalty, and improve operational efficiency.

Get Sample Copy of This Report: https://www.snsinsider.com/sample-request/3904 

Market Keyplayers:

Adobe Systems Inc. (Adobe Experience Manager, Adobe Campaign)

OpenText Corporation (OpenText Exstream, OpenText Communications Center)

Smart Communications (SmartCOMM, SmartIQ)

Quadient (Inspire Suite, Inspire Evolve)

Oracle Corporation (Oracle CX, Oracle Eloqua)

Pitney Bowes Inc. (EngageOne, SendPro)

HP Inc. (HP Exstream, HP Output Management)

Neopost SA (Neotouch, OMS-500)

Xerox Corporation (XMPie, DocuShare)

Microsoft Corporation (Microsoft Dynamics 365 Customer Insights, Microsoft Power Platform)

Market Trends Driving Growth

1. Shift to Cloud-Based CCM Solutions

Organizations are increasingly adopting cloud-based CCM platforms to improve scalability, enhance security, and facilitate real-time communication across multiple channels.

2. AI and Automation Enhancing Customer Interactions

AI-driven chatbots, machine learning-based predictive analytics, and automated workflows are optimizing customer engagement and reducing response times.

3. Omnichannel Communication Strategies

Businesses are integrating CCM platforms to provide seamless communication across email, SMS, social media, web portals, and mobile apps, ensuring a consistent customer experience.

4. Rising Regulatory Compliance Needs

As data privacy regulations become more stringent (e.g., GDPR, CCPA), companies are leveraging CCM solutions to ensure secure and compliant customer interactions.

Enquiry of This Report: https://www.snsinsider.com/enquiry/3904 

Market Segmentation:

By Component

Software

Services

By Deployment

On-premises

Cloud

By Enterprise Type

Large Enterprises

SMEs  

By Channel

SMS

Email

Website

Social Media

Others

By Industry

BFSI

Retail

IT & Telecom

Government

Healthcare

Market Analysis and Current Landscape

Increasing demand for personalized communication: Businesses are focusing on hyper-personalized content to enhance customer engagement and satisfaction.

Integration with AI and data analytics: AI-driven insights are helping organizations refine their communication strategies based on customer behavior.

Rising adoption across industries: Sectors such as BFSI, healthcare, retail, and telecom are increasingly leveraging CCM to streamline customer interactions.

Advancements in digital transformation: Organizations are prioritizing digital-first communication strategies to improve operational efficiency and customer experience.

Despite its growth, the market faces challenges such as integration complexities with legacy systems, high implementation costs, and concerns over data security. However, continuous innovation and cloud-based deployments are mitigating these challenges.

Future Prospects: What Lies Ahead?

1. Expansion of AI-Driven Communication

AI and machine learning will further enhance CCM solutions, enabling predictive messaging, automated content creation, and real-time personalization.

2. Integration with Customer Experience (CX) Platforms

CCM will be increasingly integrated with CX management tools, providing businesses with a unified platform for customer engagement and data-driven decision-making.

3. Growth of Voice and Conversational AI

Voice-based communication and AI-powered chat assistants will play a crucial role in enhancing customer interactions, particularly in banking, insurance, and healthcare sectors.

4. Focus on Data Security and Compliance

With rising cybersecurity threats and data privacy regulations, CCM providers will prioritize secure communication solutions, encryption technologies, and compliance-driven automation.

Access Complete Report: https://www.snsinsider.com/reports/customer-communication-management-market-3904 

Conclusion

The Customer Communication Management market is on a strong growth trajectory, driven by technological advancements, increasing digital engagement, and the need for personalized communication. Organizations investing in AI, automation, and omnichannel strategies will gain a competitive edge in enhancing customer relationships. As businesses continue to refine their communication models, CCM solutions will play a critical role in delivering seamless, secure, and engaging customer experiences.

About Us:

SNS Insider is one of the leading market research and consulting agencies that dominates the market research industry globally. Our company's aim is to give clients the knowledge they require in order to function in changing circumstances. In order to give you current, accurate market data, consumer insights, and opinions so that you can make decisions with confidence, we employ a variety of techniques, including surveys, video talks, and focus groups around the world.

Contact Us:

Jagney Dave - Vice President of Client Engagement

Phone: +1-315 636 4242 (US) | +44- 20 3290 5010 (UK)

[postsofbabel]

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[espire-infolabs]

3 key Digital Strategy Giving Insurers the Competitive edge in this Disrupted Landscape

The insurance industry is in one of the most disrupted phases in the current era and it will redefine the way this industry works. The industry has been clamped down by legacy mainframes and tight legislature, riddled with low customer experience quotient. Hence innovation and transformation were always a Herculean task. However, there was no deterrent to adoption of the lightning speed changing technology landscape. Technology is advancing rapidly, and customers have multiple options, therefore expectations and hence stakes are very high.

With the advent of hi-tech, customers need everything at their convenient time, anywhere, and from any device. With legacy and resources limitation but with the myriad of new technologies, meeting this expectation was difficult but not impossible. As customer experience is of foremost importance but so is the legislature, hence online self-service portal became the need of the hour.

1. The maturing self-service and the future state of it

The first baby step was simple Self-Service portals bringing their offerings online and allowing download of forms. From here, insurers rapidly moved onto online quotation services, online purchase of standard policies, endorsement requests, and other such simple updates. However, with maturing AI, machine learning, and cognitive services - the Self-Service portals are now capable to offer more personalized, convenient, central, and channel agnostic customer engagement experiences.

In recent times, Self-Service now includes on-spot intuitive underwriting for even complex proposals with the instant quote and document submission, Instant First Notice of Loss notification, claims notification and so on. But this is not the end of it. We are miles to go before the entire benefit can be achieved through the self-service approach. There is a lot of scope for innovation in Self -Service solution, powered by AI enabled content management solutions, cognitive services, and machine learning. The next-in-line Self Service solutions would empower customers to take the next right step without seeking help from insurance call centers or service agents or brokers. This complete self-empowerment can be achieved through AI enabled chatbots, Robo-advisor, machine learning based underwriting and fraud assessment, automated policy servicing, and cognitive portals. One single solution or any such stand-alone hi-tech solution will be able to provide the comprehensive customer engagement nirvana. One also must be very careful of data security and GDPR guidelines. Hence, it requires a service partner who encapsulates the entire customer journey to suggest the right mix of technology offerings to elevate the customer experience and fulfill the digital transformation goals of that specific insurer.

2. The customer communication management roadmap and why now omnichannel

No Self-service solution is complete without communication management. Due to archaic platforms and disparate systems with outsourced activities, insurers are not able to provide consistent branding and customer experience. Customers are demanding more transparency in the communication process, especially with regards to claims settlement and policy servicing. Hence, insurers in their bid to rationalize and consolidate their offerings, they gravitate to personalized, targeted customer communication solutions. On-demand and interactive communications are no longer considered as a differentiator but as a basic must-have, as this is the norm now with the changing customer behavior. With the advent of ‘digital natives’, there are various options to communicate and connect with insurers and seamless experience is expected in the entire communication process. While they hop from one touch-point to another, without having to repeat the same details again and again, on each of these touch-points. To cater to this need, multi-channel customer communication solutions emerged but failed to create such seamless experiences, purely for not being able to integrate the different touch-points. It failed to manage parallel communication across multiple channels and hence led to the evolution of omni-channel communication. Omni-channel communication not only encourages eco-friendly strategy but also reduced the brand inconsistency and customer leakage. Omnichannel communication enables personalized interaction with customers, meeting their emotional needs by making contextual conversations, based on their last communication history across different touch-points and channels and current profile across different systems. With advancements in CCM technology, personalized videos with interactive features took that leap to provide that ultimate customer experience, by striking the right context, enabling smooth onboarding, up-selling and cross-selling.

3. The need for a connected ecosystem and the ingredients to build one

The next step for insurers to meet the millennial’s demand and technology advancement is to have channel-agnostic or channel-less solution for optimized, cognitive and tailored offerings. Insurers have always had the concern to optimize the orchestration of their solution as giving it to one vendor for all solutions may not be optimal and having multiple vendors involves high cost and interrupts seamless service. Hence, designing an integrated solution is required for a cohesive business ecosystem. A connected ecosystem is the key to climb up the customer journey management (CJM) maturity scale.

For a connected ecosystem, the architecture must be:

Highly scalable

Easy to upgrade

Manage seamless integration between different touch-points and provides comprehensive reports

ready and easy to introduce or remove any technology solutions

Smooth connect and disconnect with third-party vendors, as and when required

The building of reusable assets or APIs

This enables to bring technology out of the solution and strive to achieve the CX strategy goals of the business. It empowers the insurer to use the best-of-the-breed technology in the right context without going for a one-size-fits-all approach - enabling them to adopt a more comprehensive solution, tailored to meet their customers' need.

Vendors provide technology, but partners provide a solution to business problems. Insurers are now gravitating to the right partner who can orchestrate the solution, optimize and customize based on each specific insurer’s needs by selecting the right capabilities from the rich catalog of technology offerings.

[fci-ccm-blog]

ccm software 15 customer experience facts by fci cccm

[shivani111blog]

Customer Communication Management Software Market Research Report - Global Forecast till 2025

Customer Communication Management Software Market Research Report - Global Forecast till 2025

 Market Snapshot

Customer communications management (CCM) software market is defined as a strategy that supports the improvement of outbound and interactive communications. The CCM software improves the creation, delivery, storage, and retrieval of outbound and interactive communications.

Global Customer Communication Management Software Market is expected to register a CAGR of 11.2% during the review period, 2019–2025.

The growing demand for the enhanced functionalities of multi-channel-based marketing and customer experience management has led to an increased demand for customer communication management software, which is expected to drive the growth of the market during the forecast period.

 Request a Free Sample @ https://www.marketresearchfuture.com/sample_request/8807

 Key Players

The Global Customer Communication Management Software Market is characterized by the presence of several regional and local providers. Some of the key players in the market are EMC Corporation (US), Adobe, Inc.(US), Open Text Corporation (US), Oracle Corporation (US), Xerox Corporation (US), Crawford Technologies (Canada), Hewlett Packard Enterprise Development LLC (US), Lexmark International, Inc. (US), Newgen Software Technologies Limited (India), GMC Software (Lima), Pitney Bowes Inc (US), SmartComms SC (UK), Zoho Corporation (US), Ecrion, Inc (US), and Striata (US).

Key Developments

September 2019: Oracle Corporation launched new updates for its     Oracle Customer Experience (CX) Cloud Suite. The latest updates include     new digital assistants for sales, customer service, and marketing     professionals, new data enriched B2B sales capabilities, and new industry     solutions for telecom and media, financial services, and the public sector.

January 2016: Zoho Corporation announced the launch of the     Zoho Desk, a context-aware customer support software that presents     customer issues against the broader context of their prior activities and     interactions. The Zoho Desk helps agents automatically prioritize support     tickets based on customer interactions. Filter tickets based on criteria     like due-time, status, or customer type.

Market Segmentation

Global Customer Communication Management Software Market has been segmented based on Component, Deployment Mode, Organization Size, Vertical, And Region.

By Component, the market has been segmented into solution and service. The service segment has been further segmented into professional services and managed services.

By Deployment Mode, the market has been segmented into cloud-based and on-premise.

By Organization Size, the market has been divided into large enterprises and small and medium enterprises.

By Vertical, the market has been divided into BFSI, IT & telecom, healthcare, media & entertainment, travel & hospitality, and others.

The regions included in the study are North America, Europe, the Asia-Pacific, the Middle East and Africa, and South America.

Regional Analysis

Geographically, the Global Customer Communication Management Software Market has been categorized as North America, Europe, the Asia-Pacific, the Middle East & Africa, and South America.

North America is expected to dominate the market with the largest share during the forecast period owing to the presence of key market players such as Adobe, OpenText, and others. The Asia-Pacific is expected to advance at the highest CAGR during the forecast period due to the growing utilization of technologies, for instance, mobility for customer relationship management and social media in the region.

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CFC, C/C Composites

C/C composite (Carbon Fiber Reinforced Carbon Composite) is a carbon-carbon composite material reinforced by high strength carbon fiber, which has superior properties such as lightweight, high mechanical strength, and high elasticity. Since CCM’s strengthened fiber and matrix are both composed of carbon, CCM possesses many advantages over the other conventional carbon-based materials. Furthermore, because it is a fiber-reinforced composite material, CCM shows superior qualities such as excellent compressive strength and flexural strength when compared to other substitutes. Because of their unique features, our C/C composites are used in a wide range of fields such as electronics, environment and energy, general industrial furnaces, and auto mobiles, and other means of transport.

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A thermal conductivity higher than copper has been achieved (in CX. 2002) through the use of carbon structure control technology, which involves our superior chemical vapor infiltration (CVI) treatment.

[sangamswami]

Customer Communications Management Market - Global Analysis and Forecast to 2028

The growing adoption of analytics and mobility for customer communications management solution is propelling the Customer Communications Management Market growth. Customer analytics consists of the information and behavior of the customer to identify, attract, and retain profitable customers. To understand customers, customer analytics tools are used to study paying mode, purchasing trend, lifestyle preferences, and desired brands of customers who purchase products online.

According to the new research report published by The Insight Partners, titled Global Customer Communications Management Market to 2028 – Global Analysis and Forecasts by Function, Application, Form and Geography, The Customer Communications management market size is expected to grow from US$ 1,325.6 million in 2021 to US$ 2,752.4 million by 2028 at a CAGR of 11.4% from 2022 to 2028.

Request Sample PDF Copy @ https://www.theinsightpartners.com/sample/TIPRE00007182/

The growing trend to deliver personalized communication to customers across channels is also fuelling the customer communications management market growth. Personalization of customer’s data that includes buying habits, preferred brand, and payment mode requires access to customer data via an integration with a cloud platform, leading to an enhanced customer experience. Furthermore, adding a personal feature to communication helps gain customer attention, which, in turn, propels the adoption of advanced CCM solutions.

The cloud-based platform is constantly evolving, wherein various organizations are adopting the CCM solutions integrated with cloud platforms, which enhances customer communications efficiency. SMEs emphasize enhanced customer interactions to add value to their product offerings. Thus, increasing adoption of advanced technology is accelerating the customer communications management market growth. Machine learning-based tools help enterprises process customer data efficiently and generate highly personalized offers to fulfill customers' demands.

A tool that integrates Natural Language Processing (NLP) into a CCM solution provides a remarkable customer experience. Further, applying intelligence to content and optimization helps enterprises make better, interactive, and faster content. It helps discover areas where content consolidation or improvement can be performed, such as spotting similarities, duplicates, and inconsistencies, and outliers. It also provides recommendations to improve the content by making suggestions on style and highlighting areas that are inconsistent or associated with a negative sentiment. The NLP-driven CCM solutions provide better planning and coordination; increase operational efficiency; ensure seamless interaction via omnichannel; and offer a large, deep, and precise customer insight to produce better and relevant content. This will result in increased customer retention and revenue.

Crawford Technologies, Smart Communications, Cedar CX Technologies, Messagepoint, and Doxim Inc. are few other notable players that are profiled in this market study.  Adobe, Capgemini, Newgen Software Technologies Limited, Open Text Corporation, and Oracle are the five key market players operating in the global customer communications management market.

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[marketsnmarkets39]

Customer Communications Management Market 2021 Business Strategies, Revenue and Growth Rate Upto 2026

The report "Customer Communications Management Market by Component (Solutions and Services), Deployment Type, Organization Size, Vertical (IT and Telecom, BFSI, Retail & eCommerce, Travel & Hospitality, Healthcare), and Region - Global Forecast to 2026", size to grow from USD 1.3 billion in 2021 to USD 2.2 billion by 2026, at a Compound Annual Growth Rate (CAGR) of 11.2% during the forecast period. The major growth drivers for the market include increasing adoption of  CCM solutions and services in various verticals such as IT and telecom, retail and eCommerce, healthcare, BFSI, travel and hospitality, government, utilities, and other verticals.

Download PDF Brochure @ https://www.marketsandmarkets.com/pdfdownloadNew.asp?id=189040627

By component, solution segment to hold the largest market size during the forecast period

The solution segment is expected to hold the largest market size during the forecast period. Enterprises deploy CCM solutions to provide customers highly connected personalized experiences across a wide range of websites, stores, call centers, mobile apps, social media, emails, virtual assistants, and other touchpoints. Enterprises are aware of the importance of each interaction, which carries customers’ perception of products or brands. Solutions such as omnichannel, ML, analytics, and workforce optimization are the backbone of modern customer services, which offer brands and products a competitive edge.

By vertical, IT and telecom segment to grow at a higher CAGR during the forecast period

CCM market is segmented into IT and telecom, retail and eCommerce, BFSI, travel and hospitality, healthcare, government, utilities, and other verticals. CCM solutions help simplify IT infrastructure through a single, comprehensive solution for batch automation and interactive communications generation. In this way, companies can utilize data while creating documents. This enables them to create valuable content and contribute directly to objectives of their customer experience strategy. Therefore, telecommunications and IT companies have started investing in CCM solutions that would help them deliver high-quality services to their customers.

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North America to hold the largest market size during the forecast period

North America, a technologically advanced region with a high number of early adopters and the presence of major market players, is expected to contribute the highest market share in terms of revenues during the forecast period. North America has fairly adopted the latest instruments in customer data analytics and real-time reporting. Besides, it is incorporating advanced technologies, thus making organizations in the US and Canada excel in the CCM market. Currently, enterprises in North America are adopting CCM solutions, indicating a significant acceptance of these solutions and services. Organizations in North America are opting for various digital channels, including web portals, social media, call centers, and mobile phones, to collect customer feedback data. This region would remain the highest contributor, in terms of revenue generation, to the CCM market.

Major vendors in the global CCM market include  Adobe (US), Oracle (US), OpenText (US), Zendesk (US), Newgen Software (India), Capgemini (France), Quadient (France), Smart Communications (England), Sefas (France), CEDAR CX Technologies (US), Messagepoint (Canada), Doxim (Canada), Topdown (US), Napersoft (US), Ecrion (US), Doxee (Italy), Papyrus Software (Austria), Hyland (US), Bitrix24 (US), Braze (US), HelpCrunch (US), AdventSys (India), Front (US), Trengo (Netherlands), Podium (US), Pitney Bowes (US).

[sandlerresearch]

Customer Communications Management Market by Component (Solutions and Services), Deployment Type, Organization Size, Vertical (IT and Telecom, BFSI, Retail & eCommerce, Travel & Hospitality, Healthcare), and Region - Global Forecast to 2026 published on

https://www.sandlerresearch.org/customer-communications-management-market-by-component-solutions-and-services-deployment-type-organization-size-vertical-it-and-telecom-bfsi-retail-ecommerce-travel-hospitality-healthcar.html

Customer Communications Management Market by Component (Solutions and Services), Deployment Type, Organization Size, Vertical (IT and Telecom, BFSI, Retail & eCommerce, Travel & Hospitality, Healthcare), and Region - Global Forecast to 2026

The global post-COVID-19 CCM market size to grow at a Compound Annual Growth Rate (CAGR) of 11.2% during the forecast period

MarketsandMarkets forecasts the global post-COVID-19 CCM market size to grow from USD 1.3 billion in 2021 to USD 2.2 billion by 2026, at a Compound Annual Growth Rate (CAGR) of 11.2% during the forecast period. The major growth drivers for the market include increasing adoption of  CCM solutions and services in various verticals such as IT and telecom, retail and eCommerce, healthcare, BFSI, travel and hospitality, government, utilities, and other verticals.

Among component, solution segment to hold a larger market size during the forecast period

The solution segment is expected to hold the largest market size during the forecast period. Enterprises deploy CCM solutions to provide customers highly connected personalized experiences across a wide range of websites, stores, call centers, mobile apps, social media, emails, virtual assistants, and other touchpoints. Customer queries would be resolved through automatic response processes and solutions wherein customers receive real-time feedback on their queries. Enterprises are aware of the importance of each interaction, which carries customers’ perception of products or brands. Solutions such as omnichannel, ML, analytics, and workforce optimization are the backbone of modern customer services, which offer brands and products a competitive edge.

Among Verticals, IT and Telecom vertical to grow at the highest CAGR during the forecast period 

CCM market is segmented into IT and telecom, retail and eCommerce, BFSI, travel and hospitality, healthcare, government, utilities, and other verticals. CCM solutions help simplify IT infrastructure through a single, comprehensive solution for batch automation and interactive communications generation. In this way, companies can utilize data while creating documents. This enables them to create valuable content and contribute directly to objectives of their customer experience strategy. Therefore, telecommunications and IT companies have started investing in CCM solutions that would help them deliver high-quality services to their customers.

Asia Pacific (APAC) to grow at the highest CAGR during the forecast period 

APAC countries are increasingly investing in CCM projects. The CCM market in APAC has been sub-segmented into China, Japan, India, and the rest of APAC. These countries act as a major driver for the growth of the market in the region. The increasing internet penetration and per user online consumption have led organizations to enhance their offerings in the CCM market. This rapid growth is because of its growing technology adoption rate. The growth of SMEs in the region has increased their spending on advanced technologies, such as AI, ML, and data analytics, to compete in the market and capture more opportunities. The implementation of CCM solutions has become more plausible for these businesses. Cloud computing is adopted on a large scale by organizations in the region’s developed economies, such as Japan, ANZ, and Singapore. As the cloud technology is used as a repository of data for further analysis, its increased adoption is expected to drive the growth of the CCM market.

By Company: Tier I: 34%, Tier II: 43%, and Tier III: 23%

By Designation: C-Level Executives: 50%, Directors: 30%, Others: 20%

By Region: North America: 30%, Europe: 30%, APAC: 25%, MEA: 10%, Latin America:5%

The report includes the study of the key players offering CCM solutions and services. It profiles major vendors in the global CCM market, including Adobe(US), Oracle(US), OpenText(US), Zendesk(US), Newgen Software(India), Capgemini(France), Quadient(France), Smart Communications(England), Sefas(France), CEDAR CX Technologies(US), Messagepoint(Canada), Doxim(Canada), Topdown(US), Napersoft(US), Ecrion(US), Doxee(Italy), Papyrus Software(Austria), Hyland(US), Bitrix24(US), Braze(US), HelpCrunch(US), AdventSys(India), Front(US), Trengo(Netherlands), Podium(US), Pitney Bowes(US).

Research coverage

The report segments the global CCM market by component, by deployment mode, by organization size, by verticals, and by region. The component includes solutions and services. The deployment mode comprises of on-premises and cloud. The organization size include large enterprises and SMEs. The CCM market by verticals include IT and telecom, retail and eCommerce, healthcare, BFSI, travel and hospitality, government, utilities, and other verticals. The report covers the CCM market with respect to 5 major regions, namely, North America, Europe, Asia Pacific (APAC), the Middle East and Africa (MEA) and Latin America.

The report would help the market leaders and new entrants in the global CCM market in the following ways:

The report segments the market into various sub segments. Hence it covers the market comprehensively. It provides the closest approximations of the revenue numbers for the overall market and its sub segments. The market numbers are split further across applications and regions.

It helps in understanding the overall growth of the market. It also provides information about key market drivers, restraints, challenges, and opportunities.

It helps stakeholders in understanding their competitors better and gaining more insights to strengthen their positions in the market. The study also presents the positioning of the key players based on their product offerings and business strategies.

[espire-infolabs]

Data Driven Marketing is Indispensable for Strong CX

Today's customers are more powerful than ever, and marketeers are on their feet to ensure an improvised CX led by consumer data to provide a hyper-personal feel. CX is more than just meeting customer expectations. Providing excellent CX is an integral part of customer retention which leads to better ROI, higher sales and ultimately bigger profit margins.

"69% of marketers plan to increase their budgets for data-based marketing next year - GDMA"

In a competitive business culture based on analytics, data-driven decisions are the most crucial decisions.  It is to be noted that ultimately measuring and optimizing CX cannot be simply limited to conversion but to ensure an efficient customer journey. To ensure a prosperous business, CX requires centralized, customized tools, comprehensive analysis and, above all, a well charted strategy that focuses on data and is built around data.

The sooner your marketing team develops the ability to collect large data and process it more effectively, the better you will be prepared to focus on your CX (customer experience) strategy.

Getting the right audience at the right time with the right message is essential to drive relevant participation and meaningful communication. To achieve this, your marketeers need to align their campaigns along data rich trajectory, understand the various user profiles in depth, and start interest-based communication with them.

Data-driven marketing allows marketeers to practice dynamic customization through customer journey mapping (CJM), that is, to identify the key points of a user's journey and channel steps towards final purchase.

To know more about CJM please follow this link (Customer Journey Mapping)

Versatility is the key to meaningful conversations across multiple marketing channels available. A marketeer can easily measure how a particular customer responds to deals and offers through social media and how another client would prefer e-mail to customer service requests, often responding to coupons and offers via e-mail. Thus, organizations can provide a data-based approach to reach individuals in the most effective way and collect positive responses.

"Data enables marketing leaders to measure and optimize their programs in real time, and design and improve customer experience."

Marketeers these days rarely consider product pricing as a way to steer ROI. However, pricing when linked to structured data can significantly improve the company's ROI. The key is to change product prices based on customers, market conditions, demand supply economics, competition, etc. These parameters must work together to reach the appropriate price points. A fully enriched marketing data bank can provide businesses potential to explore different pricing strategies that fit its product range.

Data-driven marketing gives you improved, refined statistics for your audience that minimizes product failure. This not only helps marketers develop strategies for their marketing campaigns; it also helps processes and the technical team to continually improve and update the product.

Automating your marketing tasks in the absence of correct data and without regard to buyer behavior and preferences will only automate inefficiencies. Integrating a data-driven approach and automation creates an effective way to gather and sort ideas from thousands of data points about campaigns, channels, users, products, and services. Thus, automation of marketing will be more feasible when combined with large data.

Data-driven decisions are the most important factor for businesses today. Whether it's a decision on how to divide a company's responsibilities when it comes to CX, or a decision on how to meet customer expectations, some aspects like: centralized data, detailed analysis and marketing driven data in general, have become critical.

Link Source : http://www.espire.com/blog/posts/data-driven-marketing-is-indispensable-for-strong-customer-experience

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