Resource-intensive communications and disjointed processes are common struggles for CX leaders. The accelerated shift to digital customer interactions has required companies to rethink legacy systems and adopt a holistic cloud strategy that values data intelligence and seamless integrations that optimize the entire customer experience.

Shifting to the cloud also supports personalized, two-way conversations, integrated workflows required for a hybrid workforce as well as provide relief from high costs associated with legacy and homegrown CCM systems.

In fact, Gartner projects, “By 2023, over 75% of all customer communications management implementations will be cloud or hybrid solutions.”

To understand the latest trends and why Gartner states, “Smart Communications leads the market in SaaS-based composition for both interactive and batch,” please enjoy complimentary access to Gartner’s new Market Guide for Customer Communications Management.