A recent Gartner study found that marketing budgets ascended to 12% of company revenue in 2016. Additionally, due to the explosion of digital, the CMO is taking on more responsibility. Gartner found that over half of companies with customer experience functions report in to the CMO.

The pivotal responsibility of selecting the right technology to support and drive the customer experience (CX) strategy now rests on the shoulders of the CMO. And it’s a tall order.

As new applications, software and solutions continue to cloud the market, one easily gets lost in the world of CX technology.

Why read this report?

When it comes to customer communications – in most cases – the process is broken.

Traditional communications such as contracts, statements and welcome kits are typically owned and compiled by IT and operations, while the social and digital channels are owned by marketing and the digital teams.

Rarely does the customer voice and the customer’s experience get incorporated into their design and delivery.

As the individual in charge of the customer, it is your job to change that.

In this research, you’ll find thoughtful perspectives on how customer communications management (CCM) is leveraged as a means to:

• Improve the customer experience
• Eliminate departmental silos
• Reduce regulatory risk
• Drive efficiency.

“Customers expect organizations to know them and communications to be tailored to their specific context through whichever channel and on whichever device they are using at the time. Yet organizations typically take a fragmented approach to customer communications — separate groups (marketing, customer service, sales and so on) share responsibility for specific types of customer interaction, but no group manages the channels in a cohesive way.”
~ Gartner