In the past decade, an enormous amount of communication channels have emerged. Most notably, many, if not most of these new communication channels have become digital, a key indicator of the powerful shift toward an interactive world where businesses must be able to operate and communicate with their customers in this realm. ‘Digital-first’ does not necessarily mean digital-only: a digital-first mindset provides companies with greater agility and flexibility to communicate directly with their customer base.

When taking into consideration the impact that the COVID-19 epidemic has had on corporate revenues and government tax receipts, many organizations are looking to do even more with even less than usual. Departments in the private and public sectors are searching for ways to maximize operational efficiency and to accommodate employees working from home. When examined under the light of this “new normal”, leaders and managers should consider investing in a customer communications management (CCM) solution that leverages automation to improve operational efficiency while enhancing the experience for employees and customers.

A number of similar-sounding terms are currently being bandied about in the tech industry. To make matters worse, what were once distinct dividing lines defining content-oriented technologies, these boundaries have now become fuzzy. Let’s pause a moment and take a look at the similarities and key differences. You’ll come to have a better understanding of the relationship between customer communication management (CCM) and the customer experience (CX).

Companies and organizations build relationships with their customers through a series of events and communications. These strings of interactions are categorized as a customer journey and every customer’s journey is unique. Key to this concept is customizing the journey for each individual participant.

In the era of constantly morphing information and technology innovations, new avenues of communication pop up almost every week. Companies attempting to contact and capture new target markets while contending with shifting demographics can spend countless labor-hours on communication efforts.

Over the last few years, many more use cases and workloads have shifted to software as a service (SaaS) solutions. In some cases, business leaders are seeking a tool easier to pay for and use, while IT professionals are calling for more flexible deployment options. Striking the right balance can be difficult.