Effective customer communication involves more than screaming messages at your audience.

With respect to customer communications, personalization is extremely important.

As leading customer communication management (CCM) tech developers focus increasingly on hybrid and cloud-based applications, security remains a concern. A Google search of the phrase “Is the cloud secure?” returns over 261 million results. Modern business wants to take advantage of technology and savings, but companies remain dubious that the security is truly comparable to older tech options like on-premise platforms.

When you’re choosing customer communication management (CCM) software — or any enterprise software, really — you want solutions that are built to solve today’s problems and needs as well as future needs, like integratability with other customer experience (CX) tools and adaptability to emerging technologies and changing customer expectations.

Have you ever been passed around on a phone call and gotten frustrated at repeating your explanation each time the call was transferred? That moment of frustration is a perfect illustration of what happens when a company does not provide consistent customer interactions. The negative feeling that develops in this customer experience (CX) has more impact than some may realize.

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.