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.

Digital transformation requires more than simply integrating new digital technologies. True digital transformation translates to overhauling processes, re-architecting operations and reimagining products and services. But are companies truly considering the customer in their digital strategies?

Originally developed to help companies streamline, if not to altogether automate, transactional printing, CCM (customer communication management) has matured over the nearly 40 years since its inception. Today, the shift in automated communications continues from print to digital channels. This transition is no longer being driven by cost-saving initiatives cloaked in environmental stewardship, but rather by CX (customer experience) strategy and technology, data and analytics evaluation, and mobile device proliferation.

2020 heralds a reinvigorated and deeper investment into user engagements and the customer experience (CX). Traditionally, customer communication management (CCM) has focused on transaction-oriented documents, messages, etc., as an operational necessity as opposed to being considered an essential and core component of the customer experience.

Customers no longer have to drive to brick and mortar stores as often. They’re online interacting with multiple platforms. The challenge for many businesses is in balancing the need for meeting customer demand with profitability, where digital transformation puts businesses ahead of the game.

If customer communication management, or CCM, is the buzzword you’ve been hearing around the office, there’s a reason for all the hype. CCM software is something that businesses of all sizes would do well to adopt.